Regent University’s rapid enrollment growth required a scalable contact center capable of handling increasing call volumes and omnichannel engagement. Its legacy on-premises system lacked CRM integration and flexibility. By migrating to the Five9 Intelligent CX Platform, Regent integrated Microsoft Dynamics 365, improved response times, and enabled seamless voice, email, and SMS interactions. The university doubled—and later tripled—call volume without increasing staff, while maintaining service levels and personalization. Five9 also supported remote operations during the pandemic, positioning Regent for continued growth and student engagement.

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