Case Study: UMass Lowell achieves streamlined student communications and scalable, higher-quality contact center service with Enghouse Interactive's Communications Center and Quality Management Suite

How The University of Massachusetts Lowell streamlined communications with students and created a more interactive, agile framework

The University of Massachusetts Lowell, a public research institution, was struggling with cumbersome legacy contact center technology across two centers (the IT Service Center at ~300 calls/week and the Solutions Center at ~1,200 calls/week, with peaks adding ~1,000 more). Frequent dropped calls, poor audio, no true caller ID or live dashboards, and lack of native Microsoft Skype for Business/Office365 integration limited scalability and service quality. UMass Lowell selected Enghouse Interactive and deployed Communications Center and the Quality Management Suite to deliver an omnichannel, Microsoft‑integrated solution.

Enghouse Interactive implemented Communications Center with TouchPoint Agent, CTI/ScreenPop integration to Salesforce (linked to PeopleSoft), and QMS for call/screen recording, evaluation and reporting. The deployment eliminated recurring technical issues, improved call quality and reporting, enabled skills‑based routing and clear dashboard views, and let agents handle higher volumes and peak spikes more efficiently — producing a significant uptick in callbacks and saving faculty time and resources. UMass Lowell reports fast agent adoption, better usability, and greater operational agility thanks to Enghouse Interactive.

UMass Lowell