Case Study: University of Huddersfield achieves improved call handling and staffing efficiency with Mitel OpenScape Contact Center

University of Huddersfield - Customer Case Study

The University of Huddersfield is an award‑winning, affordable institution serving undergraduate, postgraduate and research students in a busy, well‑connected town. During the clearing period—its busiest time of year—the university needed to control high volumes of incoming calls and improve efficiency for applicants and admissions staff by gaining better visibility and reporting of communications.

To solve this, Huddersfield deployed the Unify OpenScape Contact Center with 50 agents, introducing call queues, voice prompts and centralized routing. The system significantly improved call handling, provided live reporting so team leaders can adjust staffing and workflows in real time, and has since been rolled out to other departments, helping the university meet and exceed its goals.

University of Huddersfield

Anne-Marie Greenwood

TP Deployment and Telecoms Manager