SUNY Brockport -Committed to Service

SUNY Brockport was founded in 1867 to provide a liberal arts education for those who have the ability and motivation to benefit from quality public higher education. It is part of the State University of New York education system and located on a 435-acre campus encompassing 66 buildings, 6,959 undergraduate students, 1,903 graduate students and 586 faculty members.

Standard transfer requests
Call volume was increasing to SUNY Brockport’s switchboards.  One of the switchboards handled internal requests from students, faculty and staff, while the other handled calls to the main number from prospective students, parents and vendors, etc.  Most calls were standard transfer requests to a particular on-campus person or department. 

After hours access
After hours, when operators were not available, callers were “locked out” of SUNY Brockport’s voice network.  The lack of access to on-campus destinations was a significant concern because many student programs and activities were often held before and after hours.

Student scheduling
Historically, colleges have experienced challenges managing student operators, and SUNY Brockport was not an exception. Shannon Quill, Director of Telecommunications at SUNY Brockport commented, “Because most of our operator staff are students, we had to take multiple factors into consideration such as scheduling for school breaks, sick time and requested time off.”

Speech track record
SUNY Brockport was committed to streamlining operations and enhancing level of service provided to callers.  They chose Parlance due to their dedication and proven track record in implementing speech services within colleges and universities across the country.

Up and running in a day
After initial registry preparation, the service was up and running in one business day.  It greets all callers before the second ring 24/7 and prompts them to speak the name of the person or department they wish to reach.  SUNY Brockport also implements customized greetings to communicate special events or emergency notifications to callers.

Instantly embraced
The college’s calling community instantly embraced the Service.  Shannon Quill, commented, “The immediacy of user acceptance and number of calls offloaded from operator switchboards was amazing.”

Reduced headcount and better access
NameConnector offloads nearly 9,000 calls per month from SUNY Brockport’s operators.  Because of the service, SUNY has consolidated their switchboards and reduced operator headcount by half. 

"Our operator staff are students, we had to take multiple factors into consideration such as scheduling for school breaks, sick time and requested time off. NameConnector assisted in reducing the need to manipulate several different schedules and immediately reduced operating costs.”

Shannon Quill, Director of Telecommunications at SUNY Brockport