Case Study: Leading International University improves student experience with Verint Systems queue management and appointment booking

Leading International University Dramatically Improves Student Experience at Its Student Hubs

Leading International University needed a better way to manage heavy demand at its student hubs and larger library locations, where long waits, walkouts, and a cumbersome legacy booking process were hurting the student experience. Verint Systems’ Appointment Booking and Queue Management software was used to help streamline appointments and improve access across services like course advice, IT support, wellbeing, and research help.

With Verint Systems, the university modernized its student hub operations to make booking and queueing more intuitive and efficient for both students and staff. The solution helped reduce wait times and walkouts while improving overall service capacity; previously, the hubs handled only 29% of annual inquiries, or about 50,000 students out of 170,000 interactions, and the new approach was implemented to significantly boost operational efficiency.