University Doubles Its Call Volume Without Adding Staff by Using Five9
Regent University is a faith-based institution for higher education located in Virginia Beach. The university has on-campus and online programs available worldwide and 70% of its students attend online. Regent's contact center consists of admissions, financial aid, and student advisory services and handles mostly outbound calls with students. The university was using an on premises solution that had no dialer functionality and no integration with Microsoft Dynamics, which reduced productivity. Regent wanted to improve its communications channels and scale to meet growth goals.
Read the case study to learn how Regent University:
- Moved to the cloud with ease and scaled on demand
- Enabled an omnichannel experience so students could interact on their channel of choice
- Leveraged workforce management and workforce optimization to improve agent scheduling and efficiency