Challenge
- Analog systems made it difficult to track students and measure success
- Single global platform needed to support growth in number of customer service agents and locations
- Students in competitive markets had high expectations for easily accessible information and service
Solution
- Implemented Virtual Contact Center (VCC) with IP Contact Center services in all countries except India
- VCC with Software-Defined WAN (SD WAN) and Unified Communications and Collaboration as a Service (UCCaS) to be deployed in India
- Technical account manager supported onboarding and ongoing use
Outcome
- Gained increased metrics sophistication with ability to track students from first contact through graduation
- Improved student experience with value-added services, including connections to peers living in the same international community
- Expedited development and deployment of apps across e-commerce, marketing, events, contact center and service delivery operations
- Supported global expansion with ability to add resources at any time and in virtually any place
40
countries with operations
8M
student leads managed and tracked
25k
students placed annually
How we built the solution