Case Study: a university achieves greater contact center efficiency with Call Center Studio

a prestigious university boosts service capacity 55% with Call Center Studio

The world's third biggest university, a prestigious educational institution, faced challenges in providing adequate student service during high-demand periods like enrollment and exams. Their existing solution could not handle the volume, leading to a failure in support. They partnered with vendor Call Center Studio to implement its Interactive Chat Response (ICR) solution to address these issues.

Call Center Studio rolled out AI-powered contact center functionalities, including ICR and IVR, to tailor queries to the correct channel and ease the burden on live agents. This solution provided the university with a huge efficiency boost, resulting in a 40% decrease in inbound calls, a 55% increase in service capacity, and 60% operational cost savings.