Western Governors University

Leading online education provider Western Governors University (WGU) came up with an innovative way to ensure more working adults have access to higher education. Today, with 3,000 faculty members and more than 100,000 students in the 50 US states, WGU removes the boundaries of time and place so students can find meaningful opportunities to change their lives and the lives of their families.

Unlike conventional universities, the WGU education model employs a holistic care and support network with regular personal interaction. A close bond is formed from Day One. In addition to access to a team of course instructors, students are assigned a faculty mentor who acts as a coach and stays with them until they complete their studies. Often, the first time they meet in person is at the awards ceremony on graduation day.

Contact centre transformation lies at the heart of the unique WGU model. Superior reach, efficient enrollment and administration, and collaborative competency-based education put WGU in a standout position. That evolution began with a standard on-premises system. A switch to a cloud contact centre with the Genesys® PureConnect™ application boosted the user experience. The next innovation came with migrating to the Genesys Cloud CX™ application, with its exposed APIs, microservices-hardened resilience and regular updates.

Benefits

• Ability to coach at the desk or work from home
• Savings on carrier telephony and external support
• Better control of DevOps and service quality
• 20% improvement in call response times
• Productivity gains through tighter integration

Challenges

• Enable personalised, student-centered learning
• Improve service creation and experience

Product

• Genesys Cloud CX

Solutions

• Inbound
• Outbound
• Chat
• Email
• Messaging
• Integrations