Case Study: UNITEC achieves omnichannel student engagement and reduced agent turnover with Genesys Cloud (Genesys)

Going digital to provide an omnichannel experience

Universidad Tecnológica de México (UNITEC) is one of Mexico’s largest private universities, serving over 90,000 students across 11 campuses. Facing fragmented on‑premises systems that created disjointed interactions, duplicate requests when users switched channels, and siloed data, UNITEC needed a cloud-based, omnichannel solution to streamline communications for digitally native students and their families and to reduce IT complexity.

UNITEC implemented Genesys Cloud (with Genesys Professional Services and partner Kranon) integrated with Microsoft Dynamics CRM to unify voice, chat, WhatsApp, Facebook, email and web click‑to‑call. The platform delivered immediate gains: chat volume +100%, automatic dialing contacts +35%, WhatsApp conversations +88%, clearer customer histories, improved contact rates and agent experience, and lower turnover (from 4% to 2%), all from a rapid, reliable cloud rollout.

UNITEC

Leandro Cruz Hernández

Digital Director and Customer Experience