Students come to IDP at key moments in their study journey, and our global teams have always worked hard to provide clear, reliable and human support.
We are now evolving how we deliver that support. Our contact centres, once spread across five separate regional systems, are moving onto one global platform, powered by Genesys Cloud CX. This shift creates a single, connected hub that serves students and partners across more than 25 countries.
One global platform for a global organisation
For many years, our contact centres grew region by region. Each area had its own system, shaped by local needs, local teams, and earlier phases of IDP’s growth. The result worked, but it created friction, duplicated processes and fragmented data.
Bringing everything together under a single platform changes that. With one system, our teams can work with shared tools and consistent standards. Every student and partner receives the same experience, whether they reach out from New Delhi, Kuala Lumpur, Mexico City or Melbourne. The change simplifies our operations and strengthens the way we function as a global organisation.
Technology that supports better conversations
The new platform introduces AI-enabled routing, real-time insights, and predictive tools that help our teams respond quickly and with greater clarity. Enquiries reach the right person sooner and urgent issues surface earlier.
Building a future-ready foundation
This shift does more than solve today’s challenges. It opens the door to what comes next. A single platform gives us the ability to introduce new features faster, integrate with other systems more smoothly, and build global processes that stay consistent as we grow.
Matt Toohey, Chief Technology Officer at IDP, said the transition lays critical groundwork for the future.
“Moving to one global platform is about giving our teams the tools they need to support students and partners with speed, consistency and care,” he said. “By simplifying our technology ecosystem, we’re creating the foundation for the next generation of IDP’s digital experience, one that is global, intelligent, built around the people we serve and ready to support future AI-enabled capabilities.”
Simpler, faster, better
The benefits of a unified platform are already becoming clear. Teams now work within a consistent system, reducing complexity and allowing effort to be focused where it matters most.
Students are receiving faster responses, thanks to smarter routing and shared service standards worldwide. And as the platform scales, IDP gains the resilience and agility needed to continue delivering exceptional experiences at a global level.
As we continue modernising and unifying our global systems, one thing remains constant: every query is an opportunity to support someone through a life-changing moment.
With this new platform, we’re more prepared than ever to make those moments count.