Inbound Call Center Solution
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Education - Call Center Solution

As students begin moving onto digital channels and adopt new technologies, Edtech Companies / Educational institutions need to adapt their services to meet the needs of their students. ID-Cloud, premium contact center software for Edtech having AI-propelled engagement tools enable automation of operations and connect with students across multiple digital channels, provide students easy & prompt access to information and connect with educators and administrators.

Key Capabilities of Call Center Software for Education

  • True Omni-channel call center solution for education that supports all digital channels, like voice, video, text messaging, mobile apps and social media etc.
  • Multi Deployment options viz: on Public / Private Cloud; Hybrid Cloud & on premise solutions makes it the best in class solution
  • Single/Multi Level Interactive Voice Response helps automate directory assistance, answer common questions through help lines & streamline & simplify administrative processes
  • Best-of-breed AI integrations viz. Google NLP helps natural language and voice to navigate self-service IVR
  • Interactions on all digital channels are automatically distributed to the right agents based on agent’s roles & rights
  • Skills-based routing enables intelligent & precise distribution of incoming interactions to agents
  • Customers from dropped interactions can easily connect back and pick up from where they left off
  • Powerful Dialer for Lead Management (Admissions/Enquiry)
  • Call back option to ensure 100% contact
  • Web call back for enquiries through web portal
  • Instant call back for Email enquiries
  • Voice bots / Web chat / WhatsApp Bots for accurate & faster handling of customer queries
  • Mobile app allows agents to connect with customers over voice and text messaging
  • Voice / Screen recording for agent performance & quality monitoring
  • Automated notifications over channels like email, SMS & WhatsApp to notify for the courses offered or set appointments for counsellors
  • Customizable wallboards to display real-time statistics, metrics for analytics and reporting on-the-go
  • Quickly view key metrics and KPIs about assigned service queues, campaigns, teams, and agents
  • Extensive & comprehensive reporting with end to end tracking from all interactions on all channels w.r.t. source of enquiries
  • Get alerts and associated statistics about contact center performance in real-time
  • Scheduled periodic reports to be delivered at the preset values

Key Benefits of Contact Center Solution for Edtech

  • Enhance campus’s high-tech reputation – attract “digital generation” students with the latest in communications technology
  • Allow customers to switch between any channels seamlessly, and track their journey with your contact center through the whole interaction Quick response time for applicant’s requests
  • Switch between channels seamlessly
  • Unified Agent View allows agents to get a glimpse into customer interaction history
  • Deploy remote agents easily and at a moment’s notice to meet business demands
  • Enhance admissions team’s student query handling capacity & productivity
  • Add or subtract seats in the contact centre to meet seasonal demand
  • Notify about upcoming tests, assignments and meetings
  • Lower operating costs
  • Direct & positive impact on ROI on advertising investments