Case Study: Regent University doubles call volume without adding staff with Five9

University Doubles its Call Volume without Adding Staff by Using Five9

Regent University, a faith-based institution in Virginia Beach with more than 11,000 students (70% online), faced rapid enrollment growth that strained its 300-agent contact center. Its 20-year on-premises system couldn’t scale, integrate with Microsoft Dynamics, or deliver a true omnichannel experience, leaving the university unable to meet response-time SLAs and handle rising call volumes efficiently.

By migrating to the Five9 Intelligent Cloud Contact Center and integrating it with Microsoft Dynamics, Regent enabled screen pops, omnichannel routing (voice, chat, email), and improved call delivery and voice quality. The cloud deployment let the university double outbound call capacity without adding staff—going from roughly 10,000 to 25,000 calls per week within two weeks and later handling as many as 100,000 weekly—while cutting response times to seconds, supporting remote work with no productivity loss, and benefiting from ongoing TAM support.

Regent University

Jonathan Harrell

Assistant Vice President of IT