Case Study: University of Wolverhampton achieves exceptional call handling and cost savings with Enghouse Interactive Arc Pro for Cisco

University of Wolverhampton - Customer Case Study

The University of Wolverhampton, a multi‑campus institution with more than 3,100 extensions spread over a 30‑mile radius, had outgrown its traditional telephone system and needed a more robust, modern call‑handling service. To address this, the university selected Enghouse Interactive’s Arc solution (Arc Pro for Cisco / Arc operator consoles) to replace disparate switchboards and provide a feature‑rich call routing and answering platform.

Enghouse Interactive deployed Arc integrated with the university’s Cisco IP telephony, adding intelligent, colour‑coded call queues and a Voice Connect module for out‑of‑hours messaging. The implementation consolidated three teams and multiple switch sites into a single, efficient Communications Services team, improved resilience and disaster recovery with multi‑site servers, and enabled better handling of peak call volumes. The move also delivered immediate cost savings—“several tens of thousands of pounds per year” in reduced line rentals and data links—while boosting productivity and service quality.

University of Wolverhampton

Pam Barry

Communication Services Supervisor