Student Engagement Communications and Case Management Platform

The vendor required to provide student engagement, communications, and case-management platform focused on the admissions and applicant lifecycle, including inquiry, application, decision, and enrollment and commitment stages.
- Current market capabilities, implementation models, and architectural approaches that support front-door student engagement, high-volume inquiry handling, workflow routing, and admissions-focused communications at enterprise scale.
- Goals
•    A unified admissions engagement platform supporting the full applicant lifecycle
•    Configurable, automated workflows for inquiry intake, routing, and resolution
•    Personalized, timely communications at scale
•    Integration with admissions and applicant data systems
•    Engagement analytics and operational insight (e.g., volume, response time, resolution trends)
•    Enterprise scalability across multiple campuses and user groups
•    Strong data privacy, security, and accessibility compliance
•    Role-based access, dashboards, and administrative controls
•    Reliable vendor support, training, and long-term partnership
- Requirement:
1. Student and staff experience
•    Dashboards available to students and admissions staff
•    The platform support case status visibility and inquiry tracking
•    Communications initiated and managed by staff
•    Role-based access and permissions
2. Alerts, case intake and case management
•    Cases generated (manual, automated, rules-based)
•    The inquiry-to-resolution lifecycle supported by the platform
•    Tools support workload management and prioritization
3. Engagement analytics and reporting
•    Analytics are available related to engagement, response times, and resolution outcomes
•    Users create custom dashboards and reports
•    Data be segmented by applicant attributes or interaction types
•    Integration with enterprise bi tools (e.g., power bi, tableau) supported
4. Communication tools
•    Communication channels are supported (email, SMS, push notifications, etc.)
•    The platform support campaign automation and triggered messaging
•    Branding, templates, and dynamic content capabilities
5. Workflow automation and operational tools
•    Workflow configuration and automation capabilities
•    Workflows be modified without custom code?
•    The platform support appointment scheduling or integrate with third-party tools
•    Tools exist for queue management, reminders, and follow-ups
•    Features supporting inbox hygiene, message routing, or email cleanup
6. Accessibility and mobile experience
•    The mobile experience for students and staff
•    Accessibility tested and maintained over time
7. System integration and data management
•    Describe supported integrations and APIs
•    The platform handles real-time or near-real-time data synchronization
•    Data reconciliation, deduplication, and audit logs supported
•    Security practices, encryption, backups, and disaster recovery
8. AI capabilities and responsible use
•    Any AI-powered features (e.g., virtual assistants, recommendations, automation)
•    Types of inquiries AI tools support today
•    Responsible and ethical AI use ensured
•    Roadmap related to generative AI and compliance considerations
9. Student-facing experience
•    The student self-service experience
•    Students track inquiry or admissions status
•    Knowledge-based content be delivered via communications channels.