Blackboard has a simple mission: Education Everywhere. But behind the scenes, building a better education experience for learners all over the world is no small task. So when Blackboard created its Student Services division to provide call center support to universities across the globe, its IT organization knew that meant a dependable Campus Network and WAN that had to be monitored and managed 24/7. As the call centers grew in site count and complexity, Backboard needed to focus its resources on managing call center representatives, the Contact Center and Automated Call Distributed Applications.
What We Did
rmsource’s professional services teams had the benefit of being involved in the custom network design of Blackboard’s Student Services call centers from the beginning. This enabled a straightforward transition to 24/7 monitoring and configuration management from our Network Operations Center in Cary, N.C.
rmsource crafted a Managed Solution that provided 24/7 support for every Blackboard call center site, WAN and internet perimeter. It also gave the Blackboard Student Services division access to our entire Managed Solutions team, who was instrumental in assisting with the design and implementation of new call center sites and LAN/WAN/WLAN technologies. By outsourcing these resource-intensive pieces of its call center IT management, Blackboard was able to lower costs and capitalize on the skilled expertise of the rmsource professional services teams