The Rose-Hulman Institute of Technology Homework Hotline provides free math and science tutoring for students in grades six through 12 via phone, chat and email. As their previous company could no longer meet their needs and suffered from frequent outages, Rose-Hulman decided to look for another vendor that in addition to supporting them, had a vision and a goal to be innovative.

Since switching over to Genesys PureCloud for voice, chat and email solutions, both agents and students have benefited from the improved customer experience.

Benefits

  • Expanded solutions include voice, chat and email interactions
  • Simple, quick implementation process
  • Better work environment due to improved agent experience

“Genesys, by giving us the best technology, has allowed us to change the lives of the students that contact us.”

Lindsay Hull
Homework Hotline Associate Director for Operations and Education
Rose-Hulman

Challenges

  • Outages and downtime with previous vendor
  • Support issues not being handled in a timely manner by previous vendor
  • Previous vendor lacked innovation and vision
  • Wanted to add new channels