Case Study: Texas A&M University reduces operator workload and call volume with Parlance

Texas A&M University - Customer Case Study

Texas A&M University, a major institution with a large campus, faced the challenge of managing high call volumes and operator workload after a strategic initiative to outsource operations. The university issued an RFP seeking an automated call handling solution to mitigate these issues and selected Parlance to provide a voice-driven directory service.

Parlance implemented its speech recognition solution, which automates call routing and integrates with the campus directory. This resulted in over 60% of calls being automated, a dramatic reduction in operator workload, and an estimated 5x return on investment in the first year. The solution provides 24/7 service, answers calls promptly, and offers Texas A&M ongoing system management and performance monitoring.

Texas A&M University

Mark Herro

Former IT Manager