Customer interview

Western Governors University (WGU)

Learn how the university boosted its student experience by transitioning to Genesys Cloud

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WGU transitioned from the Genesys PureConnect® application to the Genesys Cloud™ platform. This switch boosted the student experience and gave the university’s 3,200 agents the ability to work remotely more easily — accomplishing its goal to become more mobile and flexible.

The cloud-native platform also gave the university’s DevOps team more control to make changes and enabled them to customize and build onto the solution by leveraging the robust API layer. The ability to seamlessly integrate with Salesforce also improved the efficiency of its teaching staff.

Customer story highlights

20% improvements in call response time
Increase in productivity through tighter integrations
Cost savings on carrier telephony and external support

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.