Case Study: Ilumno achieves 100% increase in contact engagement and scalable remote student support with Genesys Cloud CX

Transforming online higher education through the cloud

Ilumno, a provider of online higher-education services that helps universities expand access and student-focused programs, faced an aging on‑premises contact center that limited automation, scalability and remote work. The company needed to replace legacy infrastructure, enable AI-driven self‑service, and rapidly relocate 380 agents to work from home while improving decision-making and reducing maintenance overhead.

Partnering with CrossNet to deploy Genesys Cloud CX, Ilumno moved to an omnichannel, cloud-native platform that supports automation, AI and continuous updates. The change delivered immediate gains — a 100% increase in contact levels, 60% of contacts reached within three interactions (down from six), reduced operating costs, full relocation of the contact center to remote work, and the ability to handle peak volumes (up to ~135,000 incoming calls in busy months) with greater efficiency and scalability.

Ilumno

Jaume Cascales Muñoz

Director of IT Operations