Western Sydney University’s customer experience innovation recognised with international award
Western Sydney University has been recognised internationally for its customer experience innovation and for transforming student engagement.
Genesys®(opens in a new window), a global cloud leader in AI-powered experience orchestration, has named the University Customer Experience (CX) Achiever winner in the small-to-medium business and mid-market subcategory during its 19th annual Customer Innovation Awards.
The University received the award for empowering its employees to deliver exceptional student-centred experiences with the Genesys Cloud™ platform.
With 12 contact centres across its campuses, the University uses a mix of channels to communicate with current and prospective students, managing over one million interactions each year.
The University launched the Genesys Cloud platform’s AI-powered experience to consolidate its communication methods into a single, unified interface and tap into more digital channels to better connect with its students and provide a seamless experience.
Deploying Genesys Cloud has transformed student engagement, with the University’s student services’ teams equipped with the tools they need to deliver timely, personalised responses across the university’s global network of campuses.
Students are now able to initiate conversations seamlessly across a variety of communication channels including voice, messaging, SMS and WhatsApp. Agents facilitated more than 570,000 interactions on these new channels in 2023.
“The overwhelmingly positive feedback from our student services’ teams highlights the success of this transformation,” said Mr Scott Snyder, the University’s Chief Information and Digital Officer.
“Staff are praising the Genesys Cloud platform’s reliability, functionality and ability to deliver faster and clearer responses to students.”
There has been a 90 per cent improvement in voice abandonment rates and a 65 per cent improvement in average speed of answer, leading to more positive and seamless experiences between students and support staff. The platform’s user-friendly interface and consolidated view of multiple channels also streamlines team workflows and results in productivity gains.
“Staff are praising the Genesys Cloud platform’s reliability, functionality and ability to deliver faster and clearer responses to our students,” said Mr Snyder.
“The overwhelmingly positive feedback from our support staff highlights the success of this digital transformation.”
Western Sydney University is one of world’s leading higher education institutions, ranked in the top 250 universities globally and number one in the world for its social, economic and environmental impact in the Times Higher Education (THE) University Impact Rankings in 2022 and 2023.
The CX Achiever award recognises organisations that use Genesys technology to reimagine customer experiences while giving employees the ability to deliver smarter outcomes with less effort.
During its annual Customer Innovation Awards, Genesys recognises organisations from across the globe for transforming their customer and employee experiences with artificial intelligence, cloud and digital technologies.
Western Sydney University will accept the CX Achiever award at Genesys Xperience Sydney in July.
ENDS
15 May 2024
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