“After seven other migrations throughout my career, this has been by far the best delivery of solution I have experienced.”
Client Overview:
RM Education Ltd is part of the purpose-led RM Plc group, whose mission is to improve educational outcomes worldwide through innovative resources, assessment services, and technology solutions. With a workforce of around 2,000 across the UK, India, and Australia, RM serves schools, exam bodies, and governments globally, delivering tens of thousands of educational products and digital assessment services annually.
The Challenge:
RM Education’s legacy Anywhere365 platform, installed in 2022, supported telephony across its divisions but suffered from multiple limitations:
- Disjointed systems causing agent fatigue and inefficiencies
- Limited email capacity leading to crashes and service interruptions
- Lack of reporting and performance insights
- No workforce management (WFM) or scheduling capabilities, increasing supervisor workload
The organisation required a single, unified communications platform to streamline operations, improve reliability, and deliver actionable insights for its RMR and Assessment divisions.
Our Solution:
Elite Group implemented Zoom Contact Centre as a single, end-to-end solution for voice and email interactions across a 120-seat workforce. Key components included:
- Zoom Contact Centre seats and Zoom Workplace Business Licences
- BYOC deployment using existing AudioCodes and Ribbon SBCs
- Gamma SIP Trunks (active & standby)
- ServiceNow CRM integration for seamless ticketing
- Professional services for full project delivery
Elite led comprehensive design and discovery sessions with RM teams, planning a 4-month deployment to coincide with the school summer break, ensuring minimal disruption.
Continued Partnership & Next Steps:
Elite continues to work strategically with RM Education Ltd to drive continuous improvement, with phase 2 focusing on:
- Workforce Management for intelligent scheduling
- QM for auto-scoring and employee feedback
- AI enhancements via Zoom AI to improve agent and customer experience
RM Education Ltd Case Study Key Benefits
Streamlined Agent Experience
Unified application for all agents, improving efficiency and reducing system complexity
Smarter Customer Insights
Disposition codes and auto-summarisation for actionable insights
Real-Time Reporting Visibility
Single reporting platform providing real-time MI across voice and email interactions
Scalable Email Operations
Increased email capacity with no service interruptions
Proven Platform Reliability
Reliable, fault-free voice performance for 3+ months post-go-live
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