Case Study: The University of Texas Rio Grande Valley achieves higher student satisfaction and faster service with Genesys

The University of Texas Rio Grande Valley - Customer Case Study

The University of Texas Rio Grande Valley (UTRGV) needed a more efficient way to support students because its contact center agents were juggling multiple logins, had limited visibility into performance, and struggled to identify coaching needs. Using Genesys Cloud, the university wanted to improve student service, personalize interactions, and make operations easier to manage.

Genesys implemented a single desktop for voice, outbound, and chat, plus call recording, self-service reporting, callback capabilities, and integration with the university’s Banner ERP system for smarter routing. As a result, UTRGV reduced call waiting time by 36%, cut average handle time by 8%, raised student satisfaction from 74% to 88%, saved 1.5 days of IVR programming time, and saved 15 hours a week on coaching.

The University of Texas Rio Grande Valley

Vanessa Maldonado

Director of Student Service Centers