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IDP Education delivers digital experience to students.

International education organization
improves service with technology upgrades.

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

Executive Briefing Program—powerful relationships start here.

Explore ways to achieve your business goals.

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