Case Study: Charles Sturt University achieves empathetic, cost-efficient student support with Genesys Cloud CX

Charles Sturt University reduces operating costs by 13% with Genesys

Charles Sturt University faced the challenge of meeting rising student expectations for fast, personalized, 24/7 support while under pressure to improve its customer experience without increasing costs. Inefficient service delivery with long wait times and low resolution rates strained its ability to support a largely online student population. To address this, the university implemented the Genesys Cloud CX platform from vendor Genesys.

The solution included AI-powered capabilities like AI Guides for virtual agents and Agent Copilot, which provided real-time guidance. This enabled more seamless, efficient and empathetic support. The results were significant, including a 13-point increase in Net Promoter Score, a 13% reduction in operational costs, and an 11% drop in cost to serve. Genesys helped the university dramatically reduce escalations by 66% and increase after-hours self-service engagement by 20 points.

Charles Sturt University