Transforming Contact Center Operations: A Next-Gen Digital Transformation Story
Modernizing Customer Engagement for a College Savings Institution
Time to Read: 2 minutes
Customer expectations are higher than ever, and digital transformation is no longer optional. In this case study, we’ll be discussing a story of how a leading education finance institution realized its old legacy contact center systems were holding it back.
They partnered with Inktel for contact center digital with intelligent automation and data-driven workflows. Their aim was to improve their customer and agent experiences with an AI-powered contact center technology.
“We transformed manual routines into automated workflows—empowering agents to focus on high-value conversations.”
The Challenge: Modern Support Meets Classic Constraints
- They had outdated infrastructure that couldn’t support an omnichannel, digital-first customer service.
- They had no real-time view of customers. This impacted first contact resolution rates.
- They relied on manual note-taking on paper forms. This lack of automation slowed their service delivery.
- Their agents lacked the tools to personalize their interactions or anticipate their customers’ needs.
This institution’s customer service team had the dedication, but they needed the right intelligent contact center solutions to work smarter and faster.
“Agents were delivering service—they just needed the tools to do it smarter, faster, and more personally.”
The Solution: Seamless, Intelligent, and Scalable
Our transformation strategy combined call center automation for higher education with targeted enhancements for regulated financial services. It helped them deliver a unified experience with:
- Salesforce integration to consolidate systems into a single platform, which involved a business process redesign and UX optimization.
- AI-powered summaries to reduce after-call work by 50% and free up their agents for live engagements.
- Smart chat support to help the agents understand the conversation content to speed up issue resolution.
- Optimized workflows that contained guided UI and system-triggered prompts to maintain consistency.
- Conversational analytics for contact centers to conduct voice and chat transcript analysis. They could now detect service gaps by analyzing trends and sentiment insights.
- Digital form transformation in education to migrate paper-based processes to more secure and embeddable workflows with automated routing.
The Results: Insight-Driven, Efficient, and Customer-Focused
They were able to handle more calls with a greater focus on solving their needs, with a 50% reduction in note-taking time. This improved their first contact resolution rates with richer customer profiles and AI-supported accelerated issue resolutions.
They could now use smarter chat engagements to send context-aware responses that increased satisfaction and reduced handling time. With access to actionable analytics and data insights, they could now make rapid service improvements. This helped them send personalized offers to boost cross-sell and up-sell opportunities by 5%.
CONCLUSION
This case study proves that modernizing customer support in regulated industries is possible. It can bring a powerful change when the right technology and strategy come together. Through legacy system modernization for call centers and AI-driven automation, this education finance provider now delivers faster and more empathetic service.
At Inktel, we design intelligent contact center solutions that align with the unique needs of education finance customer service teams. We can help businesses like yours modernize, automate, and delight customers at every touchpoint.
Ready to upgrade your contact center? Let’s talk.
