Case Study: University Admissions Office boosts recruitment productivity with LivePerson Tenfold

University Admissions Office cuts call handling from 3 minutes to 1–2 with LivePerson

The University Admissions Office faced a challenge unifying student data that was spread across multiple systems like Salesforce and Banner. This made it difficult to track interactions and slowed down their high-volume call center, as staff and student representatives wasted time repeating information and navigating different screens. They partnered with LivePerson, using its Tenfold solution, to address this data fragmentation.

LivePerson implemented its Tenfold CTI for Salesforce, which integrated with the university's existing phone system. This solution provided a unified view of student data and features like click-to-dial and in-call note logging. The results included a significant increase in recruitment productivity and a reduction in call handling times, with some calls now taking one to two minutes instead of three. This allowed the admissions office to build better relationships with students and handle more calls efficiently.