Case Study: Open Universities Australia doubles outbound calls and conversion rates with Vonage Contact Center

Open Universities Australia Makes Meaningful Connections to Students in Need with the Vonage Contact Center

Open Universities Australia (OUA) is a marketplace that connects students with the right universities and support services, but its legacy on‑premises contact center was inflexible, poorly integrated with Salesforce, and hindered the team’s ability to make timely, personalized outreach to prospective and current students.

OUA implemented Vonage Contact Center—a native Salesforce cloud solution—and built a full cloud contact center in four weeks. The new platform immediately improved contact rates and productivity (outbound calls rose from ~2,000 to ~4,000 per day), doubled conversion rates with the same number of agents, and used automation and analytics to free agents for higher‑value student support.

Open Universities Australia

Lyndon Summers

Product Manager