San Francisco, CA, USA, Dec. 11, 2019 -- Western Governors University (WGU), an online education provider, has improved interactions between students and faculty, increased productivity, and saved costs since implementing Genesys Cloud. WGU adopted the flagship Software as a Service (SaaS) solution from Genesys, a global provider in omnichannel customer experience and contact center solutions, for its proven stability, scalability and continuous release of new features.
"Genesys offered the chance to build the experience we always wanted," said Adam Davis, director of operations at WGU. "We want every student to feel their learning experience has been personally designed for them. That means making it very easy to connect with mentors, advisors, faculty — whoever the student needs to talk to. Genesys Cloud is the perfect platform to do that."
A cloud-enabled contact center transformation
Like many organizations, WGU's journey to the cloud has been multi-faceted. The first step was to move from an on-premises contact center system to a hybrid cloud solution, which enabled the university to improve both students' and faculty members' experiences. Then, the university wanted additional flexibility best served by a high-velocity innovation platform, which led them to Genesys Cloud.
"Now, with Genesys Cloud, students can call one number and be routed straight to their Program Mentor or Course Instructor," said Davis. "Or, if they're not available, they can be routed to the next-best staff member. So, maintaining student connections during times like vacations or sabbaticals is easy."
Looking ahead, the university plans to expand its use of Genesys Cloud, onboarding 1,000 employees from other departments, plus another 1,400 new users from its faculty community. In addition, it plans to add support for new channels such as email, text and chat. WGU is also considering how artificial intelligence automation can make basic transactional tasks more efficient.
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Thursday, December 12, 2019
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