How UK College Modernised Customer Experience Across Its Network

Education

1,000

United Kingdom

UK College needed a secure, modern customer experience platform that could support multiple hospitals with different requirements. Graia provided a unified, flexible platform with CRM integration, emergency queue routing, advanced dashboards, and dedicated implementation support — all at exceptional value. The result: a future-ready customer experience operation that brings greater consistency, visibility, and responsiveness across the organisation.

5+ departments and users supported across their network

1 unified platform replacing legacy telephony & fragmented tools

335 agents use the Verint Teams capture for call recording and compliance services

Challenges

UK College faced several obstacles that prevented them from modernising effectively:

A legacy system unable to support modern routing or reporting
Multiple hospitals and departments with different requirements
No unified CRM integration for caller verification or customer history
Limited visibility for supervisors and operations
No continuity plan for high-priority or emergency cases

UK College needed a platform that could unify their communications while still respecting each department’s autonomy.

Solution

Graia deployed a cloud-based platform that brought consistency, control, and intelligence across the organisation:

Progressive migration for each hospital and department to ensure zero service disruption
Tenant separation for security, enabling departments to operate independently
IVR + CRM integration to identify callers instantly and surface case history
Floating dashboards for personalised reporting at agent, team leader, and supervisor levels
Emergency queues to prioritise urgent cases and maintain 24/7 responsiveness
Webchat and voice consolidated into a single, manageable system

From routing to reporting, the platform was tailored to their real workflows.

“Graia is an excellent solution; it has all of the features you’d expect in modern customer experience platform… and combined with the excellent support, I would absolutely recommend Graia.”

Leadership member

Impact

UK College now operates with a modern, future-ready customer experience platform that supports both hospital operations and administrative departments.