HIGHER EDUCATION
Student Service Contact Centres for Admissions, Registrar and IT
Students expect chat, self-service and fast answers. Amazon Connect gives admissions, registrar, financial aid and IT service desks one platform that scales for enrolment season.
Trusted across Canada
Every department runs its own help line.
Admissions, registrar, financial aid, housing and IT each answer calls their own way, on their own tools, with the same students calling all of them.
Application deadlines and the first week of term bring volume that a fixed team cannot meet.
A generation that avoids phone calls, served by departments that only have phones.
The student information system knows the answer. The person on the phone has to look it up.
What we build for colleges and universities.
One Amazon Connect instance, with each department running its own queues, hours and reporting.
Student Channels
Term Start
Term Start Contacts
Campus-wide contact centre
Shared platform, department-level control. Admissions, registrar, financial aid and IT each own their queues and dashboards.
Chat and self-service for students
Web chat and messaging with bots that answer application status, deadlines and account questions from the SIS.
Enrolment-season capacity
Capacity that scales for deadlines and the first week of term, with callback so students keep their place.
SIS and ticketing integration
Student record on screen for agents, and IT tickets created automatically in your service desk tool.
Student questions and how they get answered.
Most student contact reasons are lookups. They belong in self-service, with staff focused on the exceptions.
Students ask
The platform does
Proven Results for Real Businesses
An Ontario College Moves Its Contact Centre from Cisco to Amazon Connect with No Downtime
A three-phase, three-month migration from Cisco UCCX to Amazon Connect with zero downtime for tens of thousands of students.
- Zero Downtime across three phases
- 3 months Migration timeline
- Mid-year Cutover without disrupting students
An Ontario Polytechnic Moves Its Contact Centres from Cisco to Amazon Connect
An assessment of four business units shaped a Cisco to Amazon Connect migration with voice, email and natural language self-service.
- 4 Business units assessed
- 2 Amazon Connect instances in production
- Dec 2024 Production go-live
Planning for the next intake?
Tell us which departments are involved and we will show you how one platform can serve all of them.
Contact us
Talk to the Serve7 team.
Tell us what you are working on and we will get back to you within one business day.
Already a customer and need help? Create a support ticket.
Thanks, we have your message.
Someone from the Serve7 team will get back to you within one business day.