CUSTOMER PROFILE
ABOUT
Torrens University is Australia’s fastest-growing private university, supporting more than 24,000 students across 10 campuses in Australia, New Zealand, and China.
INDUSTRY
Tertiary education
WEBSITE
LOCATION
Headquartered in Sydney, Australia
SIZE
165 agents
GOALS
- Transition to modern, cloud-based contact center solution
- Improve operational efficiencies
- Enhance student experiences
PRODUCTS
FEATURES
- Single, centralized solution for disparate business operations
- More comprehensive visibility and insights into student interactions
- More streamlined workflows and improved experiences
01 THE BEFORE
Facilitating continued evolution and growth
Torrens University is Australia’s fastest-growing private university with more than 24,000 students across 10 campuses in Australia, New Zealand, and China. Its contact center is supported by 165 agents managing over 1,000 monthly student interactions. The contact center team manages all voice and digital student enquiries and engagements, supporting students throughout the duration of their studies over multiple years, from their first engagement with the institution to graduation and post-graduate experiences.After growing its footprint and operations through the acquisition of multiple educational institutions, Torrens University needed to consolidate its disparate technology platforms into a single, cloud-based contact center solution. In particular, it needed a solution that delivered the necessary flexibility and scalability to grow with its continued expansion while simultaneously delivering seamless student experiences across omnichannel environments.02 DESIRE TO CHANGE
Assessing available market solutions
Torrens University relied on outdated, on-premises telephony systems that differed across its operations. In some cases, its contact center agents from different business lines used personal telephones to manage untracked one-to-one calls, as well as a single telephone number for multiple channels. To mitigate the challenges and risks that came with integrating new businesses that relied on disparate platforms, Torrens University needed to move its brands to a single system.As a priority, the university needed a solution that offered more comprehensive visibility into its operations across all businesses while providing deeper insights into student interactions. Additionally, Torrens University sought a more advanced omnichannel environment than its incumbent solution, including the potential to replace its chatbot with live chat capabilities.Throughout the pandemic, Torrens University also identified a change in the needs of its students, including how they preferred to engage with the institution, and their level of experience with in-person and online learning. Consequently, the university needed to deliver greater flexibility for students to communicate on their preferred channels while keeping them engaged throughout their experience with the institution.“NICE CXone has elevated our student experience with seamless omnichannel connectivity, propelling our domestic student growth since implementation in 2022. This platform ensures a future of expansion, empowering us to deliver unparalleled support to our students on a mass scale.”
HEAD OF FUTURE STUDENT OPERATIONSTORRENS UNIVERSITY AUSTRALIA