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Our specialised contact centres are led by higher education experts who provide knowledgeable and empathetic support through integrated admin services, academic success coaching and LMS helpdesks, delivered 24/7 for online and on-campus students.
With 13+ years of experience co-creating and delivering tailored solutions for universities worldwide, we combine advanced technology with deep industry expertise to offer flexible, secure, and results-driven student support.
Across all ContactEd services, we act as an extension of your team — ensuring our staff represent your values, tone, culture, and brand in every interaction, resulting in a consistent student experience and increased trust and loyalty.
ConnectEd Support Solutions
ConnectEd Admin
Simplifying student administration with efficient, seamless support. Our multichannel service ensures students get timely assistance from people who understand the student journey, making every interaction empathetic and hassle-free.
ConnectEd Success
Empowering students through academic coaching and personalised guidance. As higher education specialists, we understand student challenges and provide tailored support that improves retention and academic success.
ConnectEd ITDesk
Knowledgeable 24/7 IT assistance for a hassle-free digital learning experience. Our scalable support model, backed by experts in Canvas, Moodle, Blackboard, and Brightspace, ensures seamless learning for institutions of all sizes.
Student Support Modalities
Call
Speak to an Expert-Trained Advisor
Swift and Specialised Email Correspondence
Live Chat
Live Chat with a Dedicated Team
SMS
SMS Support at Your Students’ Fingertips
92%
Positive Rating, Student Support
(Boundless Learning Helpdesk, 2024)
4.7%
Average increased first census retention
(Student Success Support, 2024/25)
95%
First contact resolution
(Instructure Helpdesk, 2024)
13%
Average increased pass rate
(Student Success Support, 2024/25)
Why Trust Us?
1
Specialists in Higher Education
Unlike generic service providers, OES leverages 13+ years of experience exclusively serving universities to deliver knowledgeable and tailored student and faculty support.
2
Human-Centric, Personalised Support
Our highly trained advisors offer empathetic, student-centered interactions, ensuring that students feel supported, understood, and guided at every step.
3
Scalable and Flexible
OES has developed efficient systems and deep expertise that enable us to adapt to our clients’ needs and enrolment cycles.
4
Proactive, Data Driven Support
We utilise real-time analytics and AI-driven insights to identify at-risk students and provide personalised outreach to improve retention.
5
Seamless LMS & IT Integration
Our operations are fully compatible with Canvas, Blackboard, Moodle, and Brightspace, ensuring seamless functionality without disrupting institutional systems.
6
Transparency & Trust
We use data to propose operational efficiencies. You’ll be able to access real-time reporting and maintain total control over service parameters. You’ll know exactly how systems, students, and workflows are performing.
What sets ContactEd apart is its deep understanding of the higher education environment.
ContactEd in Action
- 13% increase in pass rates
- 7% improvement in student progression
- 4.7% increase in first census retention, driven by early, proactive outreach
What Our Customers Say
Scott Dennis
Sr. Director Global Canvas Support
“Construct (powered by OES) are experts at scaling technical support. They have successfully onboarded up to 90 new agents to support our peak periods. Getting teams technically setup and trained to meet our customer success standards in a few weeks is a remarkable achievement.”
FAQ’s
How easily can ContactEd integrate with our existing systems?
How easily can ContactEd integrate with our existing systems?
Technological integration is one of our core competencies. Our solution is designed for seamless integration with institutional IT, LMS, and CRM systems, including Canvas, Moodle, Blackboard, Brightspace, and Salesforce. This ensures minimal disruption to existing workflows while enhancing operational efficiency and student experience.
Can ContactEd scale to handle peak periods like enrolment and exams?
Can ContactEd scale to handle peak periods like enrolment and exams?
Yes! Our flexible staffing model allows us to scale up or down based on university needs. Whether it’s increased inquiries during enrolment, financial aid deadlines, or exam seasons, our team can quickly adapt to ensure uninterrupted, high-quality support.
What do you mean by “Data driven, human led”?
What do you mean by “Data driven, human led”?
Our approach combines real-time analytics with personalised human interaction to enhance student support. We use AI-powered insights to identify at-risk students, track engagement trends, and optimise service delivery, while ensuring that every student receives empathetic, one-on-one guidance from our expert support team. This balance between data intelligence and human connection improves student retention, satisfaction, and institutional efficiency.
How does ConnectEd ensure compliance with data privacy and regulatory requirements?
How does ConnectEd ensure compliance with data privacy and regulatory requirements?
Rest assured, with us you’re in the safest hands in the business. We adhere to the highest standards of data security and regulatory compliance, including FERPA, GDPR, and accreditation standards. With over 13 years of experience supporting universities, we have a deep understanding of education policies and ensure that all student and institutional data is handled securely.
How does ConnectEd compare in cost to traditional contact centers?
How does ConnectEd compare in cost to traditional contact centers?
You’ll be pleasantly surprised. We provide a cost-effective alternative to other service providers by leveraging over a decade of expertise in higher education. Our optimised systems, scalable, expert-trained staff, global workforce, and AI-driven efficiencies allow us to deliver high-quality, student-centered support at a competitive price.