Case Study: MOHELA achieves a threefold increase in outbound call capacity and improved borrower experience with Genesys PureConnect

Education loan servicer improves borrower experience with omnichannel customer engagement

MOHELA, a nonprofit student loan servicer in Chesterfield, Missouri, faced rapid growth and a fragmented multi-vendor contact center that could not efficiently scale or support blended inbound/outbound calling, IVR changes, and 24/7 self-service—straining operations as staff grew from 200 to 550.

MOHELA deployed Genesys PureConnect—adding predictive/blended dialing, improved IVR speech recognition, workforce management, recording/quality tools, CRM integration and analytics—which tripled outbound call capacity, enabled 24/7 pay-by-phone self-service, raised call consistency and agent coaching quality, shifted application control from IT to contact center managers, and enabled rapid deployments that unlocked new business opportunities.

MOHELA

Don Bertie

CIO