Gyanlive Optimized Student Engagement and Support with RADIUS
Gyanlive is a leading online coaching platform offering live and recorded classes, competitive exam preparation, curated study material, and app-based learning for students across India. Their mission is to empower students, educators, and institutions through innovative digital solutions that enhance learning outcomes and simplify academic interactions. To support their rapidly expanding learner base, Gyanlive needed a stronger communication backbone capable of ensuring quick, reliable, and informed engagement between advisors and students.
- Customer : Gyanlive
- Industry : EdTech
- Website : www.gyanlive.org
- Contact Center : 30
- Location : India
Challenges
- Difficulty connecting students and advisors smoothly
- No unified system for Inbound(IB) / Outbound(OB) interactions
- Advisors switching between multiple tools
- No centralized access to call data or recordings
- Limited quality monitoring and analytics
- Limited visibility into missed, abandoned, and queued calls
Key Features
- Inbound & Outbound Calling
- Click-to-Call in CRM
- IVR Routing
- Centralized Call Data & Recordings
- Whisper & Barge-in
- Reports & Insights
- QA Evaluation
- Cloud-Based WFH Support
The Problem
Gyanlive wanted to create a smooth and frictionless connection between students and their support ecosystem. Their key challenges included:
- Eliminating toggling between multiple tools that slowed down response time
- Creating a single source of truth for student data, call history, and follow-ups
- Enabling supervisors to evaluate conversations and maintain quality
- Providing a remote-friendly solution to support distributed teams
- Ensuring advisors could reach students promptly for guidance, admissions, or course-related help
A unified communication solution integrated into their existing CRM was essential to achieve these goals.
Ready to Get Started?
The Solution
Gyanlive deployed RADIUS Cloud Contact Center with 30 seats, implementing a pure cloud solution that provided both Inbound (IB) and Outbound (OB) telephony channels. At its core, the solution centered on deep integration with LeadSquared, Gyanlive’s web-based CRM, giving agents a true single pane of glass. Key capabilities included:
Streamlined Workflow Inside CRM: Enabling Click-to-call directly from the CRM and automatic call logging, ensuring that all data was maintained within LeadSquared CRM.
Real-Time Access to Student Data: RADIUS enables advisors to view essential student information instantly while on call, helping them deliver faster and more accurate responses.
Operational Flexibility: The cloud architecture facilitated immediate Work-From-Home (WFH) flexibility for the team with consistent performance.
Enhanced Supervision & Quality: Deployment of features like call whisper/barge-in and a comprehensive QA feature, supported by the system offering access to call data & call recording links post-call for coaching.
Streamlined Access: An integrated IVR intelligently routed calls, connecting students to the right department faster.
The Outcome
Gyanlive saw clear operational improvements after implementing RADIUS. Student queries were handled more smoothly, with faster advisor responses and fewer delays. Advisors benefited from having complete student context on a single screen, resulting in more meaningful and accurate conversations. Call recordings, analytics, and QA evaluations enabled supervisors to maintain and improve communication standards. The cloud setup supported remote operations and scaled easily during peak admission cycles. Additionally, centralizing telephony inside LeadSquared helped Gyanlive reduce tool clutter, improve productivity, and maintain a consistent support experience for every learner.
Take a Tour of Cutting-Edge Cloud Contact Center that Caters to All Industries
Experience the ultimate cloud contact center built to transform any industry.
