customer stories
Leveraging AI across the entire student journey.
USE CASE
Service & Support
INDUSTRY
Government & Education
KEY METRIC
Increased productivity by 20%
Improved call quality
UCAM’s AI-powered platform is transforming student services, driving significant growth and enhancing satisfaction.
Universidad Católica de Murcia (UCAM) is a private university in southeastern Spain that aims to provide a unique and differentiating experience in student care in the educational field.
"Through digitalization and artificial intelligence, we've streamlined processes to ensure students can effortlessly solve problems, find answers, and thrive in the university environment."
Francisco Carricondo Carrillo Director of contact center
UCAM has implemented Talkdesk to streamline their previously fragmented departmental phone systems and enhance student services. The goal was to create a single point of contact for students, improve satisfaction and retention, and integrate seamlessly with their existing CRM and SIP Trunk systems. Talkdesk Copilot™ is used throughout the student journey, transcribing conversations, providing call summaries, and enhancing quality management and agent training. These innovations have boosted productivity by 20% and improved call service quality.
As a result, UCAM has gained a deeper understanding of their students, experienced a 30% increase in student growth, and doubled their growth rate from 7% to 14%. Additionally, student satisfaction has significantly increased for services like credit recognition, thanks to Talkdesk AI’s ability to detect student interest and enable timely follow-ups.
