Transforming the Student Experience with OmniChannel
- Customer
- Ânima Educação
- Project manager on the customer side
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- IT Provider
- Ânima Educação
- Year of project completion
- 2025
- Project timeline
- January, 2024 - October, 2025
- Project scope
- 216688 subscribers
- Goals
- The project aimed to revolutionize student support across Undergraduate, Graduate, EAD, Inspirali, and Specialized Verticals by implementing an OmniChannel strategy through the CXone platform. The goal was to enhance service quality, streamline operations, and deliver a seamless, integrated experience that meets the evolving expectations of students in a competitive educational landscape.
- Project Results
- The project achieved a 75% reduction in WhatsApp response time, with 100% of inquiries resolved on the same day. Service level increased by 40 p.p., transfer efficiency rose by 28 p.p., and message delivery improved from 67% to 72%. Satisfaction ratings reached near 5 stars across key student segments.
The uniqueness of the project
This initiative stands out for its full integration of communication channels into a single platform, enabling a 360° view of the student, intelligent bot-to-agent transitions, real-time queue management, and strategic automation. More than a platform change, it represents a cultural shift—merging technology, service excellence, and purpose to redefine how educational institutions engage with their students.
- Used software
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- CXone platform
- Intelligent Bot-to-Agent integration
- Real-time queue monitoring tools
- Automated messaging and smart tabulation systems
- Difficulty of implementation
- The main challenge was overcoming fragmented systems and lack of integration across departments. Transitioning to a unified platform required cultural adaptation, process redesign, and team training. Real-time management and automation demanded operational adjustments to ensure fluid and high-quality service delivery.
- Project Description
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In a rapidly evolving educational environment, delivering exceptional student service became a strategic priority. Prior to CXone, support operations were fragmented, with disconnected channels, slow response times, and limited access to student history. These inefficiencies impacted student satisfaction and team productivity, especially during peak periods like enrollment and semester start.
The implementation of CXone introduced a robust OmniChannel strategy that transformed operations. Key features include a 360° student view, seamless bot-to-agent transitions, real-time queue management, and automated communications. These enhancements led to significant improvements: a 75% reduction in WhatsApp response time (YOY), 100% of inquiries resolved on the same day, a 40 percentage point increase in service level, and a 28 p.p. rise in transfer efficiency. Satisfaction surveys show near-perfect ratings across Undergraduate, Graduate, and Retention services.
Student and staff testimonials highlight the impact: faster document handling, complete student profiles at first contact, improved cross-department collaboration, and a more intuitive interface. CXone is not just a tool—it’s a strategic enabler of digital transformation, connecting technology, people, and purpose to deliver outstanding educational support.
- Project geography
- The project spans all educational segments served by the organization—Undergraduate, Graduate, EAD, Inspirali, and Specialized Verticals—covering nationwide operations and student support services.
- Additional presentations:
- Projeto Omnichannel.pdfAtendimentos e Depoimentos operações EAD - CXone.pdf