Case Study: Columbus State Community College transforms IT support and reduces call abandon rates with Unify's OpenScape Cloud Contact Center

Columbus State Community College Harnesses The Cloud To Transform Their IT Support.

Columbus State Community College, one of the largest community colleges in the U.S. serving 25,000 students, faced a strained IT Support Contact Center handling both walk‑in and phone support for students, faculty and staff. With demand rising and hiring additional agents not an option, the college needed a way to expand capacity and improve service without large capital outlays.

The college deployed Unify’s OpenScape Cloud Contact Center, a cloud‑based solution requiring no new hardware and enabling quick implementation and integration of remote technicians across campus. The change cut call abandonment from 21.9% to 5.45%, boosted first‑call resolution, improved staff morale, added new services, and increased efficiency and customer service without increasing personnel costs.

Columbus State Community College