Five9 for Higher Education
Reimagine the Student Experience and Deliver Results
Institutions of higher learning need innovative solutions to recruit prospects, support existing students, and keep in touch with alumni. Enrolling new students requires responding rapidly with necessary information, including counselling about financial aid. Reimagining the student experience demands proactive communications to manage the student lifecycle and address any issues—such as recruitment, financial aid, and registration. The Five9 Intelligent Cloud Contact Center empowers your school to communicate with students quickly and effectively through superior omnichannel engagement, AI, workflow automation, and deep integration capabilities.
Engage students or prospects on their channel of choice.
Providing students and prospects with immediate, on-brand communication helps differentiate your institution. Deliver a more human experience as you build and strengthen the relationship across their student journey via phone outreach, emails, and social media channels.
Read our white paper to learn How Higher Education Can Provide Unparalleled Service During a Crisis and Beyond.
Use Intuitive Controls
Empower students to answer their questions on their own time using easy-to-use intelligent virtual agents (IVAs), visual IVRs, or regular IVRs.
Have Faster Conversations
Route interactions to a student’s advisor, admissions officer, or financial aid manager using information gleaned from the AI, IVR, or school database.
Engage your student body through automated communication workflows, such as sending reminders about financial aid, enrolment periods, and more.
Connect with students on their channel of choice—voice, email, web chat, SMS, What’s App, or Facebook Messenger.
Empower your team to provide exceptional student engagement.
Your contact centre team may be staffed by professionals or part-time students. The key to their success is keeping them focused on the student, parent, or alumni graduate and quickly engaging them for recruiting, assistance, or fundraising without the distraction of switching between applications or searching for answers.
Watch the video Five9 Knows Education for an overview of how Five9 can improve your institution’s contact center operations.
Work from Anywhere
Make it easy for your team to work from your office, their home office, or their dorm rooms while having a real-time connection to supervisors and work peers.
Provide a single easy-to-use agent console that centralises omnichannel conversations, controls, screen pops, and peer presence.
Provide staff with student information and conversational context during interactions with pre-built integrations to your CRM, knowledge base, and other key systems.
Use AI to listen to conversations in real time and make prompt recommendations or auto-complete case work during interactions for shorter calls.
Improve performance and manage your team with actionable insights.
The heart of every contact centre beats to a desired set of performance standards. The Five9 Intelligent Cloud Contact Centre provides you with a wide set of applications to improve real-time control, adhere to your standards, and predict demand on resources.
Watch the video to learn how Southern New Hampshire University relies on Five9 to connect students to advisors who help them succeed.
Have a Small Footprint
Rapidly scale operations during peak times, such as early and standard admissions periods, and react to rapidly changing conditions such as flu or severe weather.
Monitor any conversation and provide automated real-time coaching as appropriate, even if working from home.
Bring fun and competition to your team’s job while spurring better performance.
Schedule the right number of contact centre staff throughout the day to keep operations running smoothly using powerful workforce management tools.
Be available anywhere, anytime while reducing your IT workload.
Move your operations to the cloud, enable a remote workforce, and integrate easily with your existing systems of record while meeting key industry standards including PCI DSS, ISO 27001/27002, GDPR, CADPR, and HIPAA.
Read the case study to learn how Five9 enabled the University of Akron to rapidly transition to online contact centre operations in the wake of the COVID-19 pandemic.
Get agents up and running quickly and inexpensively. All agents need is a USB headset, a computer, and an internet connection.
Easily connect your solution using pre-built integrations with leading student information systems like Blackboard or popular CRMs.
Quickly change your IVR logic strategies as you identify callers and personalise the self-service flow.
Enable business users to manage and administer the system themselves through drag and drop configuration.