Case Study: Higher Education Institution improves student experience and retention with Verint Systems

Higher Education Institution - Customer Case Study

A Higher Education Institution faced the challenge of improving student retention and the overall student experience while also complying with education regulations. It needed a better way to understand student interactions and identify issues in its call center, and turned to Verint Systems, using Verint Interaction Recording and Verint Speech Analytics.

Verint Systems provided speech analytics experts and managed services to analyze call drivers, student experiences, and root causes across a large sample of interactions. The solution delivered quantifiable insight that helped the institution place the right resources at the right time in the student lifecycle, reduce frustration from unresolved transferred calls, improve first-call resolution, and identify opportunities to boost retention.