ECSI Wins AI Trailblazer Award for Higher Ed Contact Center Excellence
ECSI, a Global Payments Inc. company (NYSE: GPN) and leading provider of technology-based support service solutions for institutions of higher education, was recently presented an AI Trailblazer award from NICE, a worldwide leader in AI-powered self-service and agent-assisted CX software.
ECSI was recognized for its use of NICE Enlighten Autopilot to offer a high-quality, efficient, automated self-service, 24/7 service option for several of ECSI’s solutions. According to NICE, “The winning organizations were recognized for innovating with CXone and Enlighten to deliver exceptional CX, push technology boundaries, and drive powerful results for their business. This year’s winners exhibit steadfast commitment to innovation, excellence, and their customers, serving as a shining inspiration in the CX industry and the winners’ respective industries.”
In addition to supporting institutions and their students with more than 200 live agents, ECSI uses advanced chatbot technology to improve self-service containment rates and call resolution times.
“Autopilot has delivered huge impacts, helping us manage higher contact volumes effectively during peak seasons, handling tens of thousands of chats monthly that didn’t have to be answered by live representatives,” said Corey Reed, ECSI’s Management Information Analyst.
To date in 2024, ECSI’s Chat Bot has received 300,000 chats, surpassing 2023’s total. Of those chats, nearly 170,000 were fully contained by the chatbot without the need for a representative. Since the implementation of the new Autopilot software, ECSI saw a 28 percent reduction in time to resolution and an 18 percent increase in customer satisfaction.
“To win this award shows much about ECSI’s commitment to innovating and offering the best customer experience possible,” said Reed. “To provide a solution that some of the largest companies in the world are using - and to be recognized for our use case - felt like a big win. We’re providing high-end technology solutions and being recognized as leaders in the higher education community.”
For over 50 years, ECSI has supported colleges and universities by simplifying loan servicing, student refunds, and other administrative processes while focusing on student engagement and customer service. ECSI’s Contact Center supports hundreds of thousands of students and borrowers annually, helping callers navigate their student loan statements, tax document requests, payments, and more.
For more information about ECSI’s CXSelect, click here.