Humber’s Contact Centre is Moving to a New Solution

As the first point of contact and operator for Humber Polytechnic, the Office of the Registrar’s Contact Centre is pleased to announce that call handling will be moving to an exciting new platform to better serve the needs of our students and the institution.  

Beginning December 9, 2024, the Contact Centre will move to Amazon Connect, an omnichannel product that will allow us to engage with students in a more streamlined way. Supporting Humber’s Digital Campus plan, the implementation of this system will put people first, enhancing human connection through simple, consistent and personalized experiences. 

Students or other enquiries calling 416.675.3111 will experience a more efficient journey through a redesigned call tree, getting to the information they need more quickly.  

Some of the highlights you can expect with this new platform: 

  • Call flows will be AI-enabled, using Amazon Lex bot speech activation. 
  • Callers will be able to tell us what they are looking for (e.g. full-time programs, how to apply, financial aid, campus tours, public safety, technical support, etc.) to be directed to the information they need. 
  • When calls come from an SMS-enabled device, helpful information can be pushed directly to their phone. For example, someone calling about Continuous Professional Learning can get a link to the CPL website or enquiries about campus tours can get a link to book a tour! 
  • If at any point the Lex bot is not able to recognize the request, the caller will smoothly move to menu options to assist with their enquiry. 

Amazon Connect is a platform that is future-proof. Benefits include: 

  • Calls will still be directed to departments operating 24/7 such as ITS or Public Safety, even outside of regular Contact Centre hours. 
  • More flexibility and ability to record customized hold messaging to better assist callers. 
  • A more technically stable system with the capability to scale up during peak periods and scale down at less busy times 
  • Ability to provide excellent analytics and insights that can improve the experience for students and customers. 

We are looking forward to the implementation of this new platform! 

The call centre will experience an outage of about one hour on December 9 as the new platform is brought online.  

The Contact Centre will continue to be available by email at enquiry@humber.ca or through chat with the Hawk bot at humber.ca.  

Please note that while the new system has been programmed for frequently asked questions, it will continue to evolve according to the request received. We recognize there may be an adjustment period, so we invite you to report any issues or misdirected calls to Colleen Reinsborough, Manager, Contact Centre, at colleen.reinsborough@humber.ca.  

We will continue to seek opportunities to offer exceptional service and enhance the student experience, 

Contact Centre, Office of the Registrar