Innovation & Integration
Working with hundreds of higher education institutions for nearly a decade, we discovered that our agents had to access numerous disparate systems to find solutions to issues presented to them. In doing so, we found when you force an agent to access multiple platforms to locate information you often create a negative customer service experience—whether it’s a long call that ends with no resolution or one that results in the wrong resolution. Armed with these insights, we built and deployed the foundation layer of technology that drives our business. This technology platform integrates with institutions’ enterprise systems and transfers key information to a single Agent Desktop, saving time, providing a seamless experience, and making our best-in-class support possible.