Regent University Contact Center Migration Case Study

This case study details Regent University's transition from an on-premises contact center solution to the Five9 Intelligent CX Platform. Located in Virginia Beach, Virginia, Regent University has seen significant growth, with student enrollment doubling to over 11,000, predominantly online. The IT department, responsible for a contact center of 300 agents handling over 40,000 calls weekly, faced challenges in scalability and integration with their CRM, Microsoft Dynamics 365. The university aimed to enhance call volume and response times without increasing staff. By adopting the Five9 platform, Regent University successfully doubled its call volume from 10,000 to 25,000 calls per week within two weeks of implementation. The platform supports omnichannel communication, allowing agents to interact with students via text, email, and voice. The case study highlights the ease of deployment, improved call efficiency, and the partnership with Five9 that supports the university's growth and adaptability in a changing environment.