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Success Story

How Parul University Streamlined Student Communication with Elision DialShree

Missed Call Reductions

Centralized Visibility

Enhanced Students Enquiry

Student Support

Overview

Parul University, recognized as India's youngest higher education institution to achieve the prestigious NAAC A++ accreditation in its initial assessment cycle, supports a massive ecosystem of over 70,500 students, which includes a global community of more than 6,000 international students representing 75+ countries. Managing student acquisition and student lifecycle support at this scale demands an uninterrupted, 365-day communication grid.

By partnering with DialShree, Parul University transformed its disconnected voice infrastructure into a deeply integrated, automated, Omnichannel Contact Center. This case study focuses on how the deployment of intelligent Interactive Voice Response (IVR) frameworks and consolidated multi-channel entry points resolved structural communication bottlenecks without operational downtime.

Challanges

Core Operational & Channel Challenges

As operations expanded, the university's legacy, decentralized legacy systems could not cope with high-volume, peak-season traffic. Key operational challenges included:

  • Lack of Cross-Channel Communication
     Students reached out via WhatsApp, website forms, emails, and phone calls. The legacy infrastructure lacked cross-channel tracking, leading to fragmented profiles and duplicate agent responses.
  • High Manual Query Overload
    Common repetitive questions regarding fee structures, application deadlines, and document status updates completely occupied live agents, forcing critical complex admissions queries into prolonged waiting queues.
  • Extreme Risk of Migration Downtime
    Operating a live contact center 365 days a year eliminated the possibility of standard offline upgrades. Any data loss or channel offline status directly impacted student enrollment numbers.
  • Lack of Real-Time Interaction Visibility
    Supervisors lacked live, real-time analytics. They had to wait for delayed manual reports, preventing quick, data-backed administrative actions during peak admission surges.
PRODUCTS & SERVICES

The Solution: Omnichannel Cloud Contact Center

Parul University integrated a state-of-the-art Cloud Contact Center platform equipped with advanced routing, automation, and deep CRM capabilities.

Dialshree- Omnichannel Cloud Telephony

Dialshree deployed multichannel admission management consolidated Voice, SMS, WhatsApp, and Live Chat into a single pane of glass, allowing agents to see the entire interaction timeline contextually at one place.

AI-powered Voice Analysis solution

AI-powered post-call analysis, enabling Parul team to get insights and reports from individual conversations instantly. This helps transform every call into structured data for monitoring, analysis and follow-up. As result a structured and scalable approach to call quality management.

Zero-Downtime Hot-Swap Migration

DialShree's engineering team Implemented a consultative parallel migration architecture, staged the system via pre-verified live sandbox environments, executing a risk-free changeover without breaking ongoing calls.

Post Call Reports & Insights Dashboard

Deployed a real-time supervision dashboard featuring advanced features like WebRTC calling and custom agent pause codes. The dashboard gives managers a singular view of live channel capacities and agent states to quickly maximize productivity.

Functional Environment of offered Solutions

100% Cloud Telephony Secure Infrastructure

PRI lines

500 Channels

Enhanced Agent Performance

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