October 2022 BlackBeltHelp’s Monthly Product Updates
Welcome back to BlackBeltHelp’s monthly product updates!
In our quest to provide you with the best-in-industry student engagement products and services, we are continuously innovating and upgrading our technology. February has been another busy and exciting month of new client implementations, along with our product enhancements.
Here is a rundown of the updates and features you can now leverage. All of this is carefully curated to streamline the processes further and help you get the most out of our products efficiently.
Have a look!
What’s New or Enhanced:
- SAML2 Integration:
- SAML2 Integration feature gives Ability to access Simplify resources using University Credentials.
- Integration with the client’s ADFS.
- IDP Session Logout on Simplify Logout.
- Login history also created for the users logged in using Institution credentials.
2. Student Worker View:
Client Facing Student worker view feature was completed in this sprint.
- Gives ability to Student worker assign an escalated Ticket to self.
- Multiple StudentWorkers can work simultaneously – Race Condition Conflict got Resolved.
- Added MyInbox showing the ticket assigned to self
- CTI lets choose Onstop and IT related Tickets both.
3. Admin Panel and other Enhancements:
- Duplicate CSAT Widget in the Analytics Page Creation
- Data Alignment was corrected in the Pending new Questions
4. Moderator View – CSAT Report can capture Reason, Action, Comments :
- The features enables Bot maintainers (Bot Moderators) to review and post the action for the DSAT received from bot users.
- Eliminates pulling the unorganized ES data, transforming and use of Excel Sheet to update them.
5. Demo Environment Setup:
Demo Environment was setup for Blackbelthelp University as per the requirements specified.
6. Setup Feedback form for Advisor View:
- Advisors can post his feedback on logout for their experience of Simplify advisor view for feedback.
- Dynamic Customizable form to capture Agent feedback.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.