The Student Experience isn’t confined to lecture halls—it’s a dynamic journey from the first inquiry to graduation and beyond.
Student Engagement is changing. Younger generations communicate differently to older students, and institutions need to be geared to speak to their students in the ways that they prefer. Gen Z is averse to phone calls, and favours apps, SMS-based text platforms, and social media. Millennials opt for text over voice calls or email. Gen X prefers email or phone calls. Across generations, students often prefer digital (self-service) interaction over traditional channels, but that depends on what assistance they need, and how urgent it is for them.
Building personalised relationships with Omnichannel
A digital-based omnichannel approach allows your University to service students over their preferred channel, while storing all interactions across channels in one unified database. Universities can then use this data to create personalised and engaging student experiences and further amplify efficiency and decrease turnaround time through AI assistance. Feeding data from back-office student and ERP systems provides the possibility for even more personalisation, and minimises the back-and-forth between administrative, academic, and support staff.
Capabilities of a Student-Centric Digital Contact Centre Platform
Microsoft’s Digital Contact Centre Platform is the only true omnichannel approach available that universities and support centres can use to:
- Enable communication over voice, email, text, chat, WhatsApp and other channels.
- Provide a comprehensive 360-degree view of students, their record interactions, and their educational journey, facilitating efficient case management, routing, and resolution.
- Utilise real-time suggestions for similar cases and knowledge articles, tailored to the context, reducing call handling time.
- Enable collaborative efforts among staff by sharing AI-generated summaries of student conversations.
- Gain precise insights into the performance of student engagement centres, tracking key indicators.
- Harness predictive analytics to anticipate and address student needs
- Configure surveys across channels to understand student preferences.
- Provide live assistance to students in digital channels.
- Utilise AI-driven topic clustering to identify common support issues and automate responses enabling staff to handle complex student queries.
- Streamline processes and reduce manual tasks by implementing UI-based automation with desktop flows.
By leveraging these capabilities, universities and support staff can significantly improve support for students, ensuring a seamless and personalised educational experience.
We are currently offering universities the chance to Envision with us! Build a transformation roadmap that shows business value and ROI. Apply for funding or Schedule a Discovery Call with us to find out more.
Enterprisecloud is a Microsoft Business Application Partner that assists Universities in implementing a strategic digital foundation and platform, on which to centralise, integrate and scale all processes across the organisation.