Video Kiosk innovation expands student support

2 May 2011

Victoria University students are now enjoying expanded IT support thanks to video kiosks provided by systems integrator Agile.

Student IT support in outlying campus areas was previously provided by satellite student help desks and an innovative solution was looked for to enhance the user experience.

“We wanted to maintain the same face to face student service experience while improving resource efficiencies” explained Peter Borich, Victoria University IT Manager.
“We linked up with Agile who recommended adopting video as an alternative service delivery option while enhancing rather than displacing our existing communications investment”.

Using the Agile provided solution, students can now access the University’s IT Service Desk using video kiosks and personal laptops. Face to face video calls are queued and prioritised along with voice, text and email queries coming in to the University’s Service Desk.

“The video kiosk solution brought together the best of technologies from Avaya, Cisco and Microsoft”, says Agile’s CEO Tony Jayne. “Our primary focus was on understanding the client’s drivers and integrating these technologies to make it happen for them”.

Janet Hunt, Client Services Manager at Victoria, says that as a result of having the video kiosks in the frontline areas, the IT service desk team has expanded and now offers an even better service to students.
“Additionally, we are now able to support a number of student core applications and general enquiries,” says Janet. “Previously, the people doing the frontline work were mainly doing password resets; this has expanded substantially.”

The combination of ease of use and expanded services has sparked a positive response from the university’s students. The video kiosk also caters for wheel chair users who can use a ‘disability assist feature’ which lets them adjust the kiosk to their preferred height.

“The Education Sector has been an innovative test bed for the service and there is enormous potential for other industries such as retail and banking” says Steve Shaw, Agile’s Business Development Director. “In a banking environment customers could get face to face advice about specialised financial services, if that expertise wasn’t available at the branch”. 

To contact us about this technology click here