UAE Ministry of Education unveils enhanced Microsoft-powered Call Center

Link Development integrates Advanced Automated Voice & Call Center Services to improve communication lines with students, parents & employees

The UAE Ministry of Education has launched an enhanced version of its dedicated Call Center featuring key Microsoft technologies that will further enhance communications with students, parents and employees.

Ever since the allocation of AED 9.9 billion or 22 per cent of the 2013 UAE federal budget for the education sector, the Ministry has been intensifying efforts to undertake major projects aimed at optimizing its services to students and parents. The Ministry’s focus on nurturing a highly modern educational system for the Emirates – as embodied by a technology-fortified Call Center – complements government-wide efforts to deliver the best and most developed services to citizens and residents.

LINK Development, a leading provider of integrated technology solutions across the Middle East, Africa and the Gulf, and the implementer of the Call Center solutions, explains that its Call Center solution comprises two parts, Automated Voice Services and Call Center Services.

The new Automated Voice Services is built on the powerful LYNC Server 2012 unified communications architecture. Through the platform students will be able to register online and access services such as academic performance updates. Students and parents will also be able to get important details such as school location, phone numbers and contacts, enrollment programs and Ministry information. The Automated Voice Services will be integrated with the Ministry’s systems to offer Call Center services via Interactive Voice Response (IVR) in both English and Arabic on a 24/7 basis.

The Call Center Services, on the other hand, will provide Call Center Agents with an efficient Customer Management Relationship solution based on Microsoft Dynamics CRM and a Voice solution powered by LYNC Server 2013. Through fully integrating the LYNC server with Dynamics CRM the solution will enable Call Center Agents to work seamlessly between LYNC and CRM solutions, cutting down on the time it takes to find the correct information and respond to incoming requests and inquiries hence maximizing their efficiency, productivity and improving customer satisfaction. In addition, Call Center Supervisors will be able to track all activities through monitoring screens and Call Recordings to ensure the services are constantly delivered according to the high level of quality the Ministry is always seeking to offer to its clients.

“The service enhancements we are delivering for the UAE Ministry of Education’s Call Center are part of an ongoing partnership aimed at establishing optimal communication lines between the Ministry and the public. Using leading Microsoft technologies and our integration capabilities we have equipped the Call Center with elements vital to clear, secure and timely interaction with students, parents and employees,” said Mohamed Abd El-Aziz, UAE Sales Manager, LINK Development.

While the 1st phase of the project is focused on offering services to the students and their parents, the 2nd phase of the project will enable the ministry employees to use the voice services to issue any needed papers like HR Letters, Pay slips…etc.

As Microsoft Gold Certified Partner – the highest level of partner certification from Microsoft – LINK Development is a trusted provider of Microsoft-enabled technology solutions across its global markets. LINK Development is headquartered in Egypt and has been operating in the UAE for more than 10 years. Its service portfolio covers internet & intranet portals, e-services automation, e-commerce, enterprise integration, Microsoft Dynamics CRM & ERP, mobile-based solutions, and infrastructure solutions.

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NY's Barclays Center box holders claim shabby treatment due to race

By Ellen Wulfhorst

NEW YORK | Thu Oct 31, 2013 8:16pm EDT

NEW YORK (Reuters) - A group of Barclays Center luxury box holders sued the giant events center in Brooklyn on Thursday, claiming they have been treated badly because they are black.

The federal lawsuit filed by Ludwig's Drug Store, which seeks $4 million in damages, claims its manager and two other staffers who bought into the box have been "harassed, followed and questioned."

The three men say they are the only black box holders at Barclays, which opened in September 2012 and can hold as many as 19,000 people. It has 101 luxury suites, according to its website.

The Brooklyn-based drug store signed a three-year lease for nearly $1 million for a luxury box three weeks ago, according to the lawsuit.

Since then, the three say in the lawsuit they have been treated with suspicion, ignored by staff, forced to wait long times for orders that sometimes never arrive and once were billed $1,000 for a pizza that arrived late and was cold. Their luxury box is rarely cleaned, they say.

The complaint is the latest in a string of accusations of racism at commercial spots in New York.

Several black customers complained in recent days that they were stopped by police after making luxury purchases at Barneys New York and at Macy's Inc, and Barneys and the police were named in a lawsuit filed by a student who said he was detained after buying an expensive belt.

The complaints against the stores have prompted an investigation by the state attorney general into their security practices.

The treatment by Barclays is "unlawful discriminatory practice because of race," said the lawsuit filed in U.S. District Court in Brooklyn.

Barclays spokesman Barry Baum said in a statement that it would "immediately and thoroughly" investigate the claims.

"We have a zero tolerance policy for any type of discriminatory behavior. It is against everything that Barclays Center stands for," Baum said, noting that Barclays had not received legal papers nor complaints from the box holders.

The attorney representing the three men declined to speak to the media, his office said.

In the year since it has opened, Barclays has hosted shows by such top performers as Jay Z, Barbra Streisand, the Rolling Stones and Paul McCartney. It is home to the Brooklyn Nets and will be home to the New York Islanders professional hockey team starting in 2015.

(Editing by Richard Chang)

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Butler VA outpatient center builder’s attorney offers no comment

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Donation allows Freeport library to transform tech center

By Jodi Weigand

Published: Saturday, July 13, 2013, 1:16 a.m.
Updated 14 hours ago

A corner of the Freeport Area Library has been transformed into a modern technology center.

“We used to have old, worn-out desks with old, worn-out computers that didn't work half the time,” said Donna Michael, president of the library board of directors. “We made do, but we were always fixing.”

The Freeport Area Library on Friday unveiled its new technology center — with three new desktop computers, one laptop and a wireless printer.

The center was made possible through a $25,000 donation from NiSource Midstream Services, a Columbia Pipeline Group company.

The space features a dark brown, hardwood floor, a contemporary, white wooden-slat wall, a partitioned workspace for each computer and ergonomic furniture.

Patron Steve Dorinsky, 61, of Cheswick said it was a surprise to walk in and see the new computer area.

“I thought it was pretty neat,” said Dorinsky, who uses both the Freeport and Springdale libraries. “There's more room now.”

Michael said the library chose local companies to do the work, including Salsgiver Internet and Telecommunication Services, which provided the computers and networking services.

The Canvas Art & Gift Shop in Freeport will provide rotating artwork for the space.

The library hopes the technology provides younger members with an additional resource and older residents with a tool to improve basic computer skills.

The library has about 1,400 cardholders.

NiSource is the company that installed a 57-mile, high-pressure natural gas pipeline that runs through many Alle-Kiski Valley communities from Butler Township to Westmoreland County.

Library Association board member Kay Covone, also a member of the South Buffalo Township Planning Commission, learned that NiSource had grant money available for nonprofits from a NiSource representative who attended a commission meeting to discuss the pipeline project.

The library had to complete an extensive grant application, said head librarian Nancy Hagins.

“We wrote that's what we wanted to do: put a whole new center in and make it a place where people want to come,” she said.

It's important for the library to have upgraded technology because the facility proctors tests such as real estate licensing exams and teachers conduct tutoring there, Hagins said.

State Rep. Jeff Pyle, R-Ford City, who represents portions of Armstrong and Indiana counties, said libraries are an important resource in any community.

He said he spent many hours in a library as a child.

“My mom valued reading, and I was fortunate enough to grow up in a family that valued education,” Pyle said during remarks at the library's open house.

Freeport Mayor James Swartz Jr. said he was pleased to hear about the donation.

“That's good for the library, because we don't get any state money for our library,” he said.

Hagins said people from any community can buy a Freeport Area library card.

The cost is $15 for a family, $10 for adults and $2 for children.

Jodi Weigand is a staff writer for Trib Total Media. She can be reached at 724-226-4702 or jweigand@tribweb.com.

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WCCC’s Advanced Technology Center to emerge in former Sony plant

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Tell a Friend About Saint Leo's Center for Online Learning? You Bet!

Let’s face it. When you want to know the truth about a product or service, nothing beats a great recommendation from someone you know.

No amount of research. No slick website. No smooth-talking sales person.

In fact, according to a study conducted by the survey experts at Nielsen, 92 percent of consumers around the world say they trust word-of-mouth or recommendations from friends and family above all other forms of advertising.

Every year at the end of the Spring II term, Saint Leo University’s Center for Online Learning (COL) conducts a student satisfaction survey. All enrolled students receive a detailed list of questions about everything from technology and instruction to financial aid, support services and climate.

The final question – an overall satisfaction rating – is this: “Would you recommend Saint Leo to others?”

“We are thrilled that 99 percent of the students who responded to the survey would recommend Saint Leo’s online degree programs,” said Kathryn McFarland, Saint Leo’s vice president of enrollment and online programs.

“It’s exciting news from an enrollment perspective. But even more importantly, it means that 99 percent of the students are so satisfied with the educational experience they are having at Saint Leo that they would encourage others who are looking to earn a college degree to do it through our Center for Online Learning.

At the end of every academic term, online students have the opportunity to rate and provide feedback on each course they have taken and the instructor. The annual satisfaction survey is conducted once a year to gather feedback about academic and administrative support, educational climate, personal reflections, and satisfaction, in general.

According to Dr. Diane Johnson, assistant director-COL faculty services, who has spearheaded the survey for the past seven years, student feedback is vital to continuous improvement.

“In previous years, for example, we were able to strengthen the support and services we provide to veterans as well as the library services we provide to online students as a result of feedback we received,” she said.

In addition, the annual survey collects demographic information about the Center for Online Learning’s changing student profile.

“These demographics are important because they help us better understand our students,” said Dr. Johnson. “We can share this information with our faculty so they, in turn, can better meet the needs of the students in their classes.”

While 83 percent of the students surveyed said they had taken classes previously at other colleges or universities before enrolling at Saint Leo, the overwhelming majority of respondents intend to complete their degree here.

“It’s so exciting that 96 percent of our online students – the majority of whom have tried other online degree programs and universities – feel that they have found in Saint Leo what they need to be successful and complete their degree,” said Dr. Johnson.

“For us as faculty and staff, our students’ success means everything.”

In an upcoming blog post about the 2013 survey results, we’ll share 60 of the reasons why students would recommend Saint Leo’s online degree programs.

Meanwhile, check out some of the data from the 2013 Center for Online Learning Student Satisfaction Survey in the infographic below.

Would you recommend Saint Leo to friends or family? Tell us why!

 Infographic by Creative Influence

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