Metier are a leading Information and Communications Technology consultancy based in Surrey, established to provide innovative deliverables withing the IT and Telecommunications environment.
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ESP For Schools

Product Description

Is a powerful and effective new communications solution that links to your telephone system (using Computer Telephony Integration - CTI) and utilises SIMS database information to allow the school office to maximise their efficiency and productivity for both external and internal communications whilst being able to offer an enhanced level of service.
It is a total communications solution (including incoming, outgoing and internal calls, SMS, letters, emails) that provides:
  • All the intrinsic advantages of CTI
  • The additional benefits of esp, with the SIMS integration and CRM type functionality
  • Also included is the functionality for contacting groups and text messaging free of charge.
The ethos of esp is to aid and promote telephone communication in situations where it is the best form of communication. We have ensured you have the information to hand and the ability to tailor the type and nature of the communication with parents according to the nature of the contact and the situation.

CTI Description

What is Computer Telephone Integration (CTI)?
It's the intelligent live interaction between your telephone system and your PC's.
For incoming calls, the software matches the caller's number with your database/address book and a discrete preview box appears on the PC screen showing who is calling. After answering the call, a “record card” is popped on screen showing additional information about the caller (see SIMS integration below). When you transfer the call to a colleague, the “screen pop” goes with the call avoiding repetition of information.
Contacting people could not be quicker or more simple. Telephone numbers can be called from on screen with a simple mouse click.
Provide a better service to your “customers” and maximise productivity and efficiency by utilising CTI.
The standard features of the CTI include Caller Preview Pop, Desktop On-Screen Dialling to make calls, Address Book, Call History (including Missed Calls), Extension Status, Internal Messaging (fully logged), On-Screen Call Handling and a full Call Log of all the calls handled by your telephone system.

Product Functionality Overview

Comprises a suite of applications summarised as follows:
espRECORDCARD – When answering a call, the Record Card displays all the information you need to quickly and efficiency deal with that caller – this can also include additional relevant information for the caller from the source database (see overleaf) – it also includes CRM type features such as Notes and a full Contact/Call History.
espCONTACT – Used to search for (or add) an entry in the database and initiate contact (by dialling on-screen, SMS, quick letter or email) – standard messages text/letters can be stored. A record of the activity with any additional notes is then added to the contact history for that person.
espGROUPCONTACT – Similar to Contact but for user defined and customisable groups. Innovative features include being able to differentiate the contact type (SMS, Mail-merge list, On –Screen Telephone Dialling List) within the same group choosing to deal with “exceptions” by an alternate means.
Free SMS Texting
Many schools find the ability to send SMS messages to mobile numbers is useful in certain situations e.g. first day absence chasing (unauthorised absences), updating parents on school trips etc.. – A generous allowance of free texts (2500 for an average sized school) are included and verification of the message delivery and any responses are sent to you by email, giving you an audit trail and the potential to print the confirmation for insertion in a students file.

Ethos

Due to a number of factors, ever increasing responsibility and burden is being placed on school administration staff, which is increasing the frequency and level of communications with parents/carer's. (attendance chasing, extended schools agenda (pre and after school activities), admissions, parent's evenings, school trips etc).
We recognise that an inclusive, positive relationship between the school and the parent body is at the heart of successful schools. Effective on-going communication is key to this relationship.
The nature of esp ensures that, whilst being very efficient, the control of the nature of contact with parents (both for incoming and outgoing communications) lies firmly in the hands of school admin staff, who know their children and understand family circumstances. esp ensures you have the information to hand and the ability to tailor the type and nature of the communication with parents accordingly.
The DCFS standards website provides guidelines for Parental Involvement & Communication. Studies show, for multi-ethnic schools in particular, that ‘most schools found that the personal phone call was the method most appreciated (by parents) and therefore the most effective for communicating about individual children”
The message is clear – whilst automated contact is useful and does have it's role to play, the ability to make personal telephone contact easier and more efficient (for absence, disciplinary and positive/achievement) will improve the school/parent relationship and support the schools effort to be as inclusive as possible.
Deal with absences and lateness in a pre-emptive rather than a reactive manner.
Deliver the cost and time saving benefits of sophisticated communications technology but avoid the impersonal automatous nature of attendance messaging and similar systems.
Communication is not just with parents ... day to day dealings with Companies, Suppliers (Bursar Roles are increasing), SLA/Contracts, Governors, Local Authority etc.. all add to the workload for the school office.
The esp/CTI Address Book (whilst currently being tested for FMSIS integration) already allows you to quickly and easily add contact names and numbers (plus any additional notes you wish e.g. Contract/Policy Numbers, Equipment Serial Numbers, Contract Dates/Amounts etc) -This allows simple dialling on screen and allows a record card pop when answering a call .