Case Study: Australian Catholic University achieves a scalable, mobile cloud contact centre, reduced call drop-outs and cost savings with ipSCAPE

Australian Catholic University - Customer Case Study

Australian Catholic University (ACU), a public not-for-profit university of about 25,000 students across seven campuses, was constrained by a Cisco on‑premise contact centre that left them unable to measure call volumes, suffered high call drop‑out rates, restricted remote agent access, and lacked multi‑channel capabilities. To address these challenges ACU partnered with RXP to deploy ipSCAPE’s cloud contact centre solution.

ipSCAPE delivered a scalable, mobility‑based cloud contact centre that let ACU track incoming call volumes, add a callback option to reduce drop‑outs, and enable remote/mobile logins so 25–30 agents in off‑peak periods (doubling during peak enrolment) — including part‑time student agents — could work from anywhere. The pay‑as‑you‑go model also produced significant cost savings while improving resource allocation and multi‑channel engagement.

Australian Catholic University