Case Study: a prestigious university improves student support and reduces call volume with Call Center Studio

How we help businesses around the world deliver supreme CX while driving growth

The world's third biggest university faced significant challenges with its outsourced call center and outdated chat platform, leading to overwhelmed agents and poor student support during peak seasons. The client sought to build an in-house operation but was concerned about the high costs of hardware and licenses. They partnered with Call Center Studio to implement its cloud-based Interactive Chat Response (ICR) and voice solutions to address these issues.

Call Center Studio provided a future-proof, multi-tenant cloud platform that eliminated the need for costly infrastructure. The solution included customized ICR and IVR flows, which deflected 52% of student inquiries to chat, resolving issues without a phone call. This dramatically improved customer experience and workforce management across 50 locations. The pay-as-you-go model and free support also delivered significant cost efficiency, allowing the university to operate a highly effective in-house contact center.