www.NICEinContact.com About ECSI With over 45 years of experience and a 99.9% client retention rate, ECSI pro- vides financial services to colleges and universities across the country. It has be- come the nation’s largest provider of loan servicing and tax document services. ECSI employs between 100–120 agents that assist student borrowers who are repaying their loans, answering questions ranging from account management issues to loan payment queries. In 2018, ECSI agents handled over 850,000 phone calls and 350,000 chats. The Challenge In late 2017, ECSI noted a growing demand from student borrowers for a reliable online chat feature. ECSI had previously tried chat platforms from two different vendors, but neither was user friendly and both slowed down conversations. “Our wait times

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