Our client is a prestigious university with high enrollment rates. Before Call Center Studio, they used to outsource their call center operations. However, the company wasn’t able to address the high demand during peak seasons such as registration/enrollment and exam periods.
The client also had a chat platform operating on Adobe to help decrease call traffic by navigating students to chat services. However, Adobe’s infrastructure requires updates from all end-users, which actually complicated things even further.
Eventually, students would experience trouble with the chat service and end up calling the university’s call center. The chat system was also unable to direct the students to the correct representative. Thus, the call center agents were overwhelmed with all the chat-related calls when they already had their plates full.
Call Center Studio exceeded expectations by using ICR to solve the problems, providing the university with a huge efficiency boost.