Birmingham Metropolitan College (BMET) partnered with ARO to modernise its student and staff support services through the deployment of an AI-powered contact centre.
Faced with rising call volumes and an outdated communications platform, BMET sought a scalable, cloud-based solution to improve service delivery and operational efficiency.
ARO implemented the Talkdesk Contact Centre platform, fully integrated with Microsoft Teams, serving around 800 users across four campuses. The system includes five dedicated contact centre seats, with the flexibility to scale up to 15 during peak periods such as enrolment. This future-ready infrastructure enables BMET to manage demand dynamically while maintaining high service standards.
Key features of the solution include:
- AI-powered call routing and self-service FAQs
- Real-time analytics and reporting for staffing and performance
- Seamless integration with Microsoft Teams for unified communications
- Knowledge management tools to empower student self-service
The rollout was rapid and collaborative, with ARO and Talkdesk ensuring minimal disruption. The AI-driven features have significantly reduced wait times and improved query resolution, allowing staff to focus on more complex support needs. Students now benefit from faster, more accurate assistance, while managers gain real-time visibility into contact centre performance.
“This project was a true partnership,” said David Phillips, Head of Technical Sales at ARO.
“Working closely with BMET, we delivered a flexible, AI-powered solution that not only meets their current needs but also scales with demand. The result is a smarter, more responsive support system that enhances the student experience and empowers staff with real-time insights.”
This case study showcases how AI-powered contact centres can drive meaningful change in the education sector, offering scalable, data-driven solutions that enhance both operational performance and user satisfaction.
Read the full case study here > https://aro.tech/insights/case-study/ai-powered-contact-centre-solution/