Higher education experts
Our dedicated
specialists understand
the student journey,
from Clearing and
enrolment through to
graduation.
AI-Powered Contact Centres for Higher Education
From Clearing to campus support, Softcat helps you design a contact centre that gets students to the right team all year round.
A single connected service across departments
Applicants and students get joined-up answers on courses, fees, and accommodation, whichever team they contact. We connect information and records across departments, so each conversation starts with the full picture. Admissions teams complete more conversations during Clearing, and students reach specialist support directly.
Improve each stage of the student journey
Start with the journeys where AI can help most. Each one shows what changes for the people you serve and how we deliver it.
Course enquiries and Clearing
Accurate course answers and more completed admissions conversations.
Applicants get current course, entry, and vacancy information for their intake. You can capture their details and arrange callbacks, so admissions staff start each conversation with the history in view.
Registration and administration
Registration and routine requests completed, with clear ownership.
Students are guided through registration and document submissions after identity checks, and receive confirmation of receipt. Holds are tracked with the responsible department. Live translation supports international students, and qualified advisers handle immigration questions.
Fees, funding, and hardship
Clear account information and faster access to money advice.
Students check balances, payments, and sponsorship status and pay through secure services. Students who need money advice reach an adviser directly, with the context passed ahead.
Accommodation and campus services
A smooth arrival and clear updates on repairs and access.
New students see their allocation and arrival guidance before they travel. Repair reports capture location, fault, and impact, and duplicates are linked. Safety or welfare concerns go straight to trained staff.
Wellbeing and safeguarding
Trained support with confidentiality and the right urgency.
Wellbeing and safeguarding routes are easy to find, including out-of-hours help. You can capture only what is needed to connect each student with staff, and track each handover.
Adjustments and inclusive access
Agreed adjustments that follow students across services.
Disability support processes are explained clearly, with telephone and in-person alternatives. Preferences are recorded, and staff across departments see each agreed adjustment.
Complaints, appeals, and reports
Concerns reach the responsible people through the right route.
Each procedure and support option is explained clearly. Each route captures only the information it needs, through protected channels. Designated teams receive the context and track responses. Authorised people decide findings, remedies, and academic judgement.
Why Softcat
From Clearing peaks to everyday student services, we help you focus investment where it delivers the greatest value for students and your institution.
Your outcomes
first
We evaluate each platform against the outcomes
that matter most, from
student recruitment and
experience to service
quality and cost.
Adoption that
lasts
Training and change
support help your
teams confidently
embed AI into
everyday ways of
working.
Inclusive by
design
Accessible digital services are complemented by telephone and in-person support, ensuring people can access help through the channel that best meets their needs.
From first assessment to managed service
You can join at any stage. We stay accountable from the first assessment to the service that runs years later.
Advise
We assess your estate, demand, and compliance obligations, and agree the measures of success before anything is built.
Architect
We design the operating model, governance, and channels around your needs. The design builds on the platforms you already run.
Implement
Clearing, registration, and the start of term set the timetable for integration and migration.
Support
We give intensive support through go-live and stabilisation. You keep a direct escalation route long after delivery.
Manage
Support, continuous improvement, and managed service options let the service grow with demand.
Register for our experience event to see an AI-powered contact centre in action, then plan your student journeys with us.