Case Study: Portland State University achieves 35% switchboard call reduction and greater efficiency with AVST's CX-E speech-enabled Automated Attendant

Portland State University Enhances Productivity

Portland State University, an urban public research university with about 29,000 students and more than 200 degree programs, was handling roughly 80,000 inbound calls per month on an outdated phone system that lacked unified messaging, voice recognition and campus-wide routing. The high call volume relied heavily on student operators and created a need for a more resilient, feature-rich communications platform.

PSU implemented AVST’s CX-E with a Speech-Enabled Automated Attendant and Intuity Audix TUI, rolling the change out to 5,100 users with quick-start wallet cards and deploying multiple call servers for resiliency. The system automated directory routing (even with mispronunciations), delivered voicemail to email, supported emergency notifications, and reduced switchboard call volume by 35%, while providing a scalable platform for future mobility and call-center features.

Portland State University

Chuck Lanham

PSU Associate CIO for Academic and Customer Services