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Education sector communication pain points
Higher education institutions face a unique set of challenges as they strive to offer high-quality learning environments while managing vast administrative tasks and diverse student populations.
01
Handling peak period call volumes
During critical times like clearing or the start of term, admissions and support teams are often overwhelmed with calls, leading to long queue times and a negative student experience. The manual effort of handling repeat inquiries from already accepted applicants slows down the process for everyone.
02
Difficulty in intelligent call routing and intent recognition
Students often struggle to articulate their need using administrative terms, such as asking for “IT support” when they really mean, “I can't access my email.” This confusion results in frequent call transfers, delayed resolutions, and increased workload.
03
Ensuring data compliance and security for sensitive information
Compliance with data privacy regulations, such as FERPA (US) and DSGVO (EU), is critical when handling student data and is a constant challenge for IT and academic administration. The need for secure identity management when accessing student accounts adds complexity to support workflows.
04
Providing prompt support for urgent or vulnerable students
Urgent student issues, such as accommodation without heating in winter, require immediate attention to flag safeguarding risks and ensure student well-being. Without systems to detect urgency and prioritize these calls, vulnerable students can face long wait times, putting them at risk.
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How Luware transforms the digital campus experience
Luware helps educational institutions enhance student engagement and dramatically reduce administrative burdens by optimizing communication workflows and integrating seamlessly with their existing systems.
"We are delighted, as our staff can now make and receive phone calls on any device, PC, laptop, tablet at work or when working remotely. Moreover, changing the call flow when the college is closed or during holiday periods has become extremely easy, and reporting statistics enable us to effectively manage calls and tweak the system as and when required. We are seeing far more efficiency and far fewer problems."
Streamline your digital campus and student support workflows
Luware leverages Microsoft Teams and Power Platform to automate routine administrative tasks and ensure that complex or urgent student needs are addressed quickly and correctly, enhancing the overall student engagement and efficiency of academic administration workflows.
Intelligent clearing admissions routing
During clearing, high call volumes from accepted applicants overwhelm admissions teams. Luware Nimbus automatically checks the caller's student record, informs accepted students of their status via an announcement, and triggers a follow-up email, allowing agents to focus on new applications and reducing queue times.
AI for enhanced IT support and intent recognition
Students don't always use the correct terminology (e.g., saying “I can't access my email” instead of “IT support”), leading to wrong routing and delays. Luware uses intelligent intent recognition to understand the student's natural language and routes them to the correct department immediately, speeding up resolution and minimizing call transfers.
Prioritized handling for vulnerable students
Students with urgent needs, such as a broken boiler in their accommodation, may wait in long queues, putting them at risk. Luware Nimbus checks against the CRM to identify vulnerable students and provides them with a high distribution priority, giving agents context for tailored communication and proper escalation to specialist teams.
Automated student ticket creation and admin processes
When students call to report issues, such as a Wi-Fi outage, Luware leverages AI Natural Language Understanding (NLU) to fully automate the entire ticket creation process. This agent intelligently asks all necessary questions and logs the ticket directly into the system, eliminating the need for staff intervention. This significantly streamlines administrative processes and ensures data accuracy by minimizing form-entry errors.
Commitment to data security and compliance
Secure identity management and GDPR-ready solutions
Key metrics for a future-proof education strategy
As higher education institutions navigate increasing student expectations and complex administrative demands, data reveals critical areas for technological intervention. Luware provides the platform to address these challenges head-on by integrating modern communication and automation capabilities.
Frequently asked questions about Luware
How does Luware improve the clearing process?
Luware integrates with your student record system via Power Automate to identify the caller's application status. If accepted, it provides an instant announcement and triggers an email with course and accommodation links, reducing agent workload and enhancing student experience.
Can Luware help with multilingual support?
Yes. Calls can be routed based on the student's selected language in the IVR (e.g., English, German, French) to staff with matching language skills, reducing transfers and ensuring first-touch resolution.
Does Luware support integration with our learning management system (LMS) like Moodle or Canvas?
Yes, Luware Nimbus uses its Power Automate connector to integrate with a wide range of external systems, including student record systems, which would typically include connections to or data relevant to your LMS.
How does Luware support the move to hybrid learning?
By integrating within Microsoft Teams, Luware Nimbus supports all modalities (voice, WhatsApp, SMS, live chat), and its transcription and CRM logging features ensure all interactions are captured and consistent, essential for a seamless hybrid learning environment.
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