Unified operations across 25+ countries on Genesys Cloud enables seamless student engagement, improving response time and student satisfaction

Genesys, a global cloud leader in AI-Powered Experience Orchestration, has enabled IDP Education, a global leader in international education services, to successfully transform its global student engagement strategy by deploying the Genesys Cloud platform. By unifying its fragmented contact centre operations across 25+ countries, IDP can deliver seamless experiences to drive operational efficiency and customer loyalty.

IDP connects aspiring students with over 800 leading institutions across key global education destinations, including the United States, United Kingdom, Canada, Australia, and New Zealand. With 2,000+ IELTS test locations in 60+ countries and 400+ computer test centres, IDP enables consistent service delivery through Genesys Cloud. In India, Genesys will support IDP’s 163 offices via regional contact centres with local language capabilities, allowing culturally relevant student experiences at scale.

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To deliver a cohesive, student-first experience at scale, IDP sought to replace fragmented engagement models with a unified approach. It consolidated its global contact centre operations on Genesys Cloud enabling it to orchestrate consistent interactions across the entire student journey—from initial enquiries and application support to International English Language Testing System (IELTS) scheduling, score updates, and post-test engagement. The Genesys platform now powers IDP’s student support across all major markets, ensuring responsive, personalised, and multilingual assistance.

Key Benefits Realised by IDP with Genesys Cloud:

• Lead qualification rate exceeding 93%, enhancing conversion and engagement
• Near-instant callback times, with average handle time (AHT) under three minutes
• Net Promoter Score (NPS) of over 81%, reflecting strong student satisfaction
• 85% callback success rate, enabling more timely and effective student support
• Ability to offer 24/7, always-on service through voice

Neeraja, Director, Digital Campus and Global Software Engineering and Delivery said, “Genesys has been a game changer for us. Our decision to consolidate on Genesys Cloud followed a consistently strong experience with the platform, which IDP found to be more advanced, intuitive, and forward-looking. It has empowered us to orchestrate more personalised and consistent experiences for students, while enabling our teams to be better equipped to engage with empathy and agility, and driving real impact across our student and test services.”

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Raja Lakshmipathy, VP & MD, Genesys India & SAARC said, “At Genesys we believe that we aren’t just a technology provider, but a transformative partner that helps organisations deliver human-centred experiences to their customers. By moving to Genesys Cloud, IDP have created a scalable and intelligent and purpose-driven engagement engine that ensures students receive timely, empathetic support throughout one of the most important decisions of their lives.”

By leveraging Genesys Cloud capabilities such as AI-powered Workforce Engagement Management (WEM), real-time dashboards, and CRM integration, IDP has replaced fragmented interactions with a cohesive, orchestrated experience for students across regions. From placement counselling and IELTS testing to post-test support, Genesys is enabling a connected journey across the student lifecycle. Additionally, the Genesys platform enables IDP to cross-sell related services such as IELTS, Student Essential Services (e.g., student loans, flight bookings, and health insurance) — turning the contact centre into a powerful growth engine.

While IDP is in the process of migrating all contact centres to Genesys Cloud, the rollout is already live in Vietnam, Canada, Thailand, Indonesia and soon to go live in India, Australia and more. With this global transformation, Genesys and IDP are setting a new benchmark for how technology can be used to humanise and scale student engagement, all while enabling access, agility and trust.

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