Case Study: Western Sydney University improves student communication with Genesys Cloud

Western Sydney University - Customer Case Study

Western Sydney University, a multicampus institution serving more than 47,000 students, was struggling to keep up with rising demand across its 12 contact centers. Its legacy mix of tools was unable to handle more than a million annual calls, and peak-time volumes were causing unanswered calls, frustration, and poor service levels. Western Sydney University selected Genesys and its Genesys Cloud platform to modernize student communications.

Genesys worked with the university and technology partner Nexon Asia Pacific to migrate all contact centers to Genesys Cloud, with the first sites going live in early 2023 ahead of peak student engagement. The move enabled the university to better scale support and improve responsiveness, helping deliver a stronger student experience and more efficient communication operations.

Western Sydney University

Scott Snyder

Chief Information and Digital Officer