- powered by Amazon Connect · AWS-Native
Engage 360 Communication Platform for your Institution
Deployed in your AWS account — not shared infrastructure
Banner, PeopleSoft, Colleague & Salesforce Education Cloud ready
FERPA-compliant recording & data handling
Pay-per-use — no hardware, no seat licenses
- Your Journey to a Modern Contact Center
From Discovery to Go-Live in Three Phases
- Capabilities
Everything Engage360 Offers Configured for Campus Life
16kHz softphone audio resistant to packet loss, students get a clear call whether they're on campus wifi or cell data.
A branded chat widget on your admissions or student portal site, plus two-way SMS for appointment reminders and quick questions.
Embed click-to-call or video advising directly into your student portal — students authenticated in the app skip identity verification.
Follow-up work, document requests, transcript holds, financial aid verification, routed and tracked like any other contact.
Amazon Lex natively integrated, no-code natural language bots that resolve registration, financial aid, and transcript questions without a menu tree.
LLM-assisted slot resolution and conversational FAQs mean students can ask questions in their own words "when is my refund coming?" and get accurate answers.
Reach thousands of students with enrollment deadline reminders, orientation info, or financial aid follow-ups with predictive dialing and answering-machine detection.
Extend to WhatsApp and Facebook Messenger for international student populations who prefer those platforms over SMS.
Advisors see student records, tasks, schedules, and AI agent assist all in one application. No switching between Banner, email, and a separate phone system.
No-code guided workflows walk new advisors through complex processes, financial aid appeals, registration holds, transfer credit reviews accurately the first time.
Real-time recommendations during the call pulling from your knowledge base to suggest what to say or do next, plus AI-generated post-call summaries for case notes.
Combine Banner, PeopleSoft, Salesforce Education Cloud, and Connect contact history into one view, advisors see the full picture before they say hello.
Out-of-the-box reports for queues, agents, and channels, fully customizable. Drill down from campus-wide metrics to a single advisor's call.
Understand sentiment and emerging contact themes in real time, get alerted when a student is becoming frustrated so a supervisor can step in.
Review recordings, transcripts, and AI-powered evaluation recommendations. Automate evaluations across all advisor interactions, not just a sample.
ML-powered forecasts predict call volume around registration and financial aid deadlines, generate optimized advisor schedules automatically.
Build and update IVR and chatbot flows yourself, no developer required for routine changes like updated office hours or new menu options.
Connect flows directly to Banner, PeopleSoft, Salesforce, DynamoDB, or Redshift, pull live student data into the conversation in real time.
Claim DID and toll-free numbers in 110+ countries ideal for international student recruitment offices and study-abroad program lines.
Scale from 10 to 10,000 advisors instantly during peak registration. Active-active resilience within an AWS Region, with optional Global Resiliency.
- Dashboards & Visibility
See What Your Admin's Office Will See
Live view of calls in queue, longest wait, agents available, and service level for advising, financial aid, registrar, and admissions queues simultaneously.
Sentiment trends, top contact drivers, and call-driver categorization understand why students are calling, not just how many.
18-month FTE planning views model staffing needs for fall registration, financial aid deadlines, and orientation weeks before they happen.
Query contact records and Contact Lens data directly with SQL, or visualize in QuickSight e.g. which advisors have the highest satisfaction on financial aid calls.
- Premium Features
Beyond the Basics Advanced Capabilities for Complex Campuses
For multi-campus systems, large enrollment offices, and institutions with complex compliance or international student needs.
Active-active resilience across multiple AWS Regions for institutions where downtime during registration is not an option.
Every voice call automatically summarized for advisors’ after-call notes structured, concise, and ready for case management.
AI evaluates 100% of advisor interactions against your rubric not just a 2% manual sample surfacing coaching opportunities at scale.
Supervisors can silently monitor, coach, or barge into live calls essential for new advisor training during peak periods.
- Institutional Benefits
What Engage360 Means for Your Institution
No hardware refresh, no per-seat licensing pay only for usage. Most institutions recover migration costs within 12-18 months.
50+ language support means international and multilingual students get the same quality of service as English-speaking peers, 24/7.
Self-service IVR resolves up to 80% of routine inquiries instantly advisors focus on complex academic planning, not repetitive questions.
Institutions report enrollment service satisfaction improving from under 3.0 to over 4.0 out of 5 within two semesters of go-live.
Outbound campaigns reach thousands of students and staff simultaneously via voice, SMS, and email during campus emergencies or closures.
Recordings, transcripts, and student data handled with encryption and access controls aligned to FERPA requirements all within your AWS account.
- Frequently Asked Questions
Questions IT, advising, and finance teams ask first
Yes. Engage360 is a fully cloud-native platform, no on-premises hardware, no PBX. We port your existing phone numbers (DIDs) across every campus, replicate your current routing logic, and add capabilities your legacy system never had: multilingual IVR, AI agent assist, and unified analytics. The migration is phased and scheduled around your academic calendar.
Engage360 flows have native integration with AWS Lambda, which we use to build real-time connections to your SIS and CRM. During a call, the IVR or advisor screen pop can query Banner or PeopleSoft live, pulling registration status, holds, financial aid disbursement dates, or account balances directly into the conversation. Customer Profiles can also merge data from Salesforce Education Cloud into a single student view.
Engage360 uses pay-as-you-go pricing there are no upfront license fees, no seat-based charges, and no hardware costs. You pay per minute of usage and per feature consumed (e.g., Lex requests, Contact Lens analysis). Most institutions migrating from legacy on-premises or hosted PBX systems (Avaya, Cisco) see a 40-60% reduction in total communication costs within the first year.
Yes. Because Engage360 is deployed inside your own AWS account, we configure FERPA-aligned safeguards: encrypted call recordings and transcripts stored in your S3 buckets, IAM-controlled access limited to authorized staff, and a records retention schedule consistent with your institution’s policy. We provide full data flow documentation for your compliance and legal teams.
Absolutely and we recommend it. A typical pilot starts with one high-volume queue, such as financial aid or admissions, over 4-6 weeks. This lets your team validate the multilingual IVR, SIS integration, and analytics before expanding to advising, registrar, housing, and other departments across additional campuses.
A single-campus deployment with core queues (admissions, advising, financial aid) typically takes 8-12 weeks from kickoff to go-live. Multi-campus university systems with multiple SIS integrations and complex routing typically run 14-20 weeks, with campuses migrated individually to maintain phone service continuity throughout.
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