The University of Management and Technology in Lahore unified its scattered channels—Calls, SMS, WhatsApp, and Social Media—into Intellicon's Intelligent Contact Center, unlocking complete operational visibility and 360° customer data.
The University of Management and Technology (UMT) in Lahore is a premier, globally recognized higher education institution. Operating out of its main campus in Johar Town, it was established in 1990 by the Institute of Leadership and Management (ILM) Trust.
UMT offers over 150 degree programs and is widely renowned for producing industry-ready leaders and entrepreneurs through modern business, IT, and specialized undergraduate and graduate degrees.
| Name | University of Management and Technology (UMT) |
| Industry | Education |
| Location | Lahore, Pakistan |
| Founded | 2002 |
| Website | umt.edu.pk |
Customer data was scattered across Voice, SMS, WhatsApp, Facebook, and website inquiries, leaving agents without a unified profile or history.
Intellicon unified all channels into a single CRM. Agents now see complete call histories, WhatsApp chats, and social interactions instantly.
Calls were handled without IVR or Automatic Call Distribution (ACD), causing routing inefficiencies and missed customer opportunities.
Intellicon implemented intelligent IVR and ACD routing, directing callers to the right department automatically and lowering wait times.
SMS campaigns and leads were managed across different systems without tracking, causing inconsistent follow-ups.
SMS communication is now centralized, allowing delivery tracking and consistent follow-ups so no lead is lost.
Management lacked visibility into operations, and manual reporting significantly delayed crucial business decisions.
Comprehensive dashboards now provide real-time reporting on service levels, agent KPIs, and call activity to optimize performance.
Interactions were not consistently recorded, making it nearly impossible to evaluate agent quality, handle disputes, or collect feedback.
Calls are automatically recorded for coaching and compliance, and an automated feedback mechanism captures post-interaction customer satisfaction.
Unanswered calls lacked tracking and assignment, increasing the risk of delayed responses and lost prospects.
A centralized tracking and callback mechanism logs unanswered calls so supervisors can assign follow-ups and reconnect promptly.
| Performance Area | Before | After | Impact |
|---|---|---|---|
| Call Answer Rate | Approximately 50% | Above 90% | ↑ 80% Improvement |
| Missed Interactions | High abandonment rate | Centralized queue management | ↓ 50% Reduction |
| Lead Follow-up Rate | Around 45% | Above 90% | ↑ 100% Improvement |
| Reporting & Analytics | Manual reporting | Real-time dashboards and reports | ↓ 90% Less Prep Time |
| Customer Interaction History | Manual records | Complete CRM history available | ↑ 100% Customer Visibility |
| Agent Productivity | No KPI visibility | Comprehensive tracking | Full Workforce Visibility |
| Social Media Inquiries | Separate platforms / no tracking | Unified management via Intellicon | Centralized & Faster Response |
"Intellicon has significantly improved the way we manage our customer communications by providing a centralized platform for calls, CRM, and omnichannel interactions. Its reporting, monitoring, and automation capabilities have enhanced our operational efficiency and enabled us to deliver a better experience to our prospective students and stakeholders. We look forward to utilizing more of Intellicon's advanced features to further support our business growth."
Get all the metrics, insights, and the complete step-by-step breakdown of how UMT modernized its contact center, in a downloadable PDF.
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