Library Entry

Implementing Genesys PureCloud: UniSA's journey to CTI with our CRM

In 2019 the University of South Australia embarked on a 6 month project to implement a new contact centre solution, Genesys PureCloud, that would integrate heavily into our CRM, primarily Oracle Service Cloud. This presentation will provide an overview of the project, how we migrated all...

Library Entry

Bringing It All Together: UniSA's Journey from Disparate Systems to a Centralised CRM

In late 2016 the University of South Australia commenced a project to implement a centralised CRM across the institution, using Oracle CX suite as their CRM solution. The project achieved its goals of bringing several services into the new system across 2017, including: - Enquiry management...

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Library Entry

Streamlining Admissions at USQ

When applying to study domestically, 70% of University of Southern Queensland applicants apply direct. Faced with an ever increasing workload due to an existing online application system that was outdated and unloved, paper application forms for certain application types, a project was born. ...

Admissions at USQ_upload.pptx

Library Entry

Admitting by OPA/OSC, pipeline by OMC, enquiries by Social Cloud - it's getting cloudy in Newcastle!

UON has been using OSC (RightNow) for 6 years for enquiry management and in 2015 commenced a multi-year project to implement online admissions in that system with OPA, then get that pipeline humming with OMC (Eloqua) and better listen and respond to our students on social with Social Cloud. ...

Library Entry

Campus Solutions, Service Cloud, Marketing Cloud - Integrations in the Rearviewmirror

In 2015 UON finally hooked up Oracle Service Cloud to Campus Solutions (after too many years in the wilderness). We then got cocky and added Marketing Cloud to the mix. This presentation will describe the integration methods and the journey from a part technical, part Customer Relationship...

35363- Campus Solutions, Service Cloud- 205.mp3