Case Study: University of Greenwich achieves scalable 180‑call capacity and improved first‑call resolution with Unify OpenScape Contact Center

The University Of Greenwich Enhances The Student Clearing Experience In Partnership With Siemens Enterprise Communications – Now Unify

The University of Greenwich, one of London’s largest universities, faced a seasonal surge in applications during clearing—handling around 50,000 calls over a 12-week period and nearly doubling inbound volume at peak—so it needed a reliable, scalable contact centre to maintain high-quality applicant service, improve first-call resolution, and prioritise high-value enquiries.

Unify implemented OpenScape Contact Center Enterprise across the university’s three contact centres, upgraded telephony capacity, added real-time reporting and automated call routing, and ran a train‑the‑trainer programme. The solution enabled simultaneous handling of 180 calls, managed over 6,000 calls during a 12‑hour peak, boosted first-call resolution, improved agent efficiency and data insight, and helped the university meet government funding targets.

University of Greenwich