Leading Public Research University Increases Capacity to Serve Students at Its Student Hubs by 10.5%
Verint Appointment Booking and Verint Queue Management applications help the university reduce queues and improve efficiency in its student services hubs and enrollment services.


Results
- 10.5%
Reduced wait times and improved efficiency enabled servicing of 10.5% more students in the same timeframe.
- 94%
Effectively serves 94% of students visiting student services hubs.
- Minimized walkouts
Reduced walkouts by providing greater transparency and communication of wait times.
About the University

Opportunity

Solution
Virtual waitlists and digital appointment booking
To improve the student experience, the university deployed best-of-breed Verint Appointment Booking and Verint Queue Management solutions to improve the efficiency of its student hubs and enrollment services.
Walk-in students seeking to enroll in classes or use one of the many other services offered by the student hubs start by joining a digital queue from a kiosk situated outside the hub. Once added to the queue, the kiosk confirms the student’s queue position and wait time. Students receive text messages confirming their queue positions and providing a link to a page where they can see their place in the queue.
As a result, students can use their wait time more productively. For example, they could visit the library or use the time to grab a coffee. When it is nearly their turn for service at the student hub, they receive another text message. At that time, students return to the student hub or enrollment services office and wait until a staff member calls their name.
In addition, with Verint Appointment Booking, students can visit the university’s website to book an appointment with one of the student services organizations at a day and time that works with their schedule. They can bypass the line in the student hub and go directly to the office of the individual with whom they booked time.
Benefits
