FOI_26-296 Student facing telephony

Date of response: 03 November 2026

We have now considered your request of 27 October 2026 for the following information:

Contact Centre / Telephony

Question 1. What contact centre or telephony system does the university currently use for student- and applicant-facing calls (e.g. admissions and Clearing, student enquiries, the IT service desk, accommodation)? If different areas use different systems, please list each.

Our response:

Liberty Converse for Information Technology/Estates Service Desk and Switchboard.

Horizon Contact Centre for clearing.

Question 2. Who is the provider/supplier of each system, and the reseller or partner if different?

Our response:

Liberty Converse - Netcall via MainTel

Horizon - Gamma

Question 3. How many agent seats/licences does the contact centre currently have, what is the typical maximum number of concurrent users (agents logged in at the same time), and how many during Clearing?

Our response:

6 licences between September and July, 308 licences in August (clearing as a service agent voice & email)

Question 4. When does the current contract for each system end?

Our response:

MainTel – 31 August 2027

Gamma – 31 May 2028

Question 5. Does the contract include an option to extend? If so, for how long, and until what date?

Our response:

MainTel – option to extend for 12 months

Gamma – currently in an extension to the contract, end date is 31 May 2028

Question 6. Does the university plan to re-procure its telephony or contact centre system in the next three years? If so, what is the expected timescale, and which route to market (e.g. a framework or open tender) is expected to be used?

Our response:

Yes, within the next 12 months, appropriate route has not as yet been decided as of the date of your request.