Overview Universidad de la Costa (CUC) integrated its telephony and digital attention inside a single Sagicc platform. The team now measures productivity, efficiency, and campaign effectiveness in real time, strengthening student experience and call center operations.
Key Outcomes
- 100% integration between voice support and digital channels
- 60% improvement in call center visibility and control
- Real-time indicators to track productivity, efficiency, and campaign results
About Universidad de la Costa
Universidad de la Costa (CUC) in Barranquilla, Colombia, is one of the Caribbean region’s most recognized educational institutions. It supports thousands of undergraduate and graduate students, making the call center critical for academic, administrative, and service-related assistance.
Starting Point
The call center’s biggest challenge was the lack of visibility and measurement across resources and strategies. Campaigns were executed without clear indicators to evaluate productivity, efficiency, or effectiveness.
“Before Sagicc we had no way to properly observe or measure our strategies. Today we have clarity and control over every resource.”
— Maria Elena Fonseca, Call Center Coordinator, Universidad de la Costa
Seeking a Strategic Ally
The institution needed more than a telephony tool. It was looking for a platform that delivered omnichannel coverage, facilitated performance measurement, and supported continuous improvement in student attention.
“The greatest solution Sagicc provides is integrating voice service with omnichannel support and designing indicators that fit our available resources.”
Transforming Operations and Results
By implementing Sagicc, Universidad de la Costa achieved:
- A unified platform for telephony and digital attention
- Custom indicators for each call center campaign
- Real-time measurement of productivity, efficiency, and effectiveness
- Stronger service quality for students with continuous monitoring and traceability
“Sagicc has been a strategic ally, not only for obtaining positive results but also for improving quality every day.”
Capabilities That Powered the Change
- Advanced reporting to measure call center productivity
- Custom indicators for academic and administrative campaigns
- Omnichannel coverage unifying telephony and digital service
- Real-time dashboards for visibility and resource control
A Relationship of Continuous Improvement
More than a vendor, Sagicc has become a strategic ally for Universidad de la Costa, elevating student service and strengthening call center capabilities.
Conclusion: A Partner in Educational Service
Universidad de la Costa proves how omnichannel service and strategic measurement enable efficient, traceable, high-quality support that improves student experience and optimizes institutional resources.
Resources
- Website: cuc.edu.co