Case Study: Princeton University achieves a 24/7 flexible cloud contact center and improved reporting with the Genesys Customer Experience Platform

Princeton University Goes Virtual to Raise the Grade

Princeton University’s Facilities Customer Service Center — a three-person team supporting more than 10,000 students, faculty and staff and fielding 120+ calls a day — needed to replace an aging, unreliable ACD without upfront capital. The university required an affordable, flexible solution that allowed easy day-to-day changes and provided call-tracking and reporting to improve performance.

Princeton moved to the cloud-based Genesys Customer Experience Platform (including Self-Service and IVR), going from test to live in weeks. The platform delivers 24/7 web administration, mobile agent availability, local emergency backup, automated after-hours SMS/email notifications, and real-time reporting — reducing hold times, improving routing and metrics visibility, lowering maintenance costs, and giving the team greater flexibility and peace of mind.

Princeton University

Jen Whiting

Customer Service Manager