Case Study: Western Governors University achieves personalized, faster student support with Genesys Cloud (Genesys)

Western Governors University - Customer Case Study

Western Governors University (WGU) is a large online, competency‑based university serving over 100,000 students with about 3,000 faculty. WGU needed a more mobile, flexible contact center to personalize student interactions, improve service creation and staff efficiency, and support a scalable, omnichannel student experience.

WGU migrated from Genesys PureConnect to Genesys Cloud, using cloud voice, APIs and Salesforce integration to enable remote agents, give DevOps greater control, automate workflows and reduce external telephony/support costs. The move delivered faster response and higher productivity — about a 20% improvement in call response times and financial‑services call answers rising to over 80% within 30 seconds — and positioned WGU to expand agents, channels and AI capabilities.

Western Governors University

Adam Davis

Vice President of Operations