ADU Presentations

Oracle Service Cloud has been in place at Swinburne for 4 years with little in the way of support and development. We are in a position now where we are expanding its use across a number of teams and have commenced a project to expand the functionality and improve the experience for staff and students. Our main goals are system integration (S1-SMS, Cisco and Q-Flow with Right Now), data cleansing, introduction of live chat, meaningful analytics and where possible process automation through workflow form and campaign functionality.