Exponential-e has partnered with Birmingham City University (BCU) to deliver a new unified communications platform that will modernise the University’s telephony, contact centre, and service operations to improve the student engagement and user experience.
Procured through the Crown Commercial Services (CCS) framework, the project will replace siloed legacy on-premises systems and transition the University to a fully managed, cloud-based service model. This will create a single, robust communications ecosystem focused on omnichannel engagement, including WhatsApp, giving students more flexible and accessible ways to engage with the University.
The initiative plays a key role in advancing BCU Strategy 2030 ambitions. Committed to being an exemplar anchor institution, the University is laying essential foundations for success that will underpin its work to create inclusive opportunity, social mobility, and community-focused outcomes.
Exponential-e will implement four core components:
- an Azure cloud environment
- Microsoft Teams-based telephony
- Five9’s cloud Contact Centre as a Service (CCaaS) solution, and
- a new University-wide switchboard.
By removing on-site infrastructure and adopting Exponential-e’s managed services offering, BCU will be able to run its contact centres and wider communications estate in a resilient, scalable and cohesive way.
Matt Peers, Senior Project Manager at Birmingham City University, commented:
“As an institution committed to inclusion, opportunity, and prosperity, it’s essential that every interaction is accessible, responsive and positive. This project allows us to bring multiple communication environments together into a single, modern ecosystem.
“Not only will it streamline workflows and improve visibility across teams, it will also enhance the experience for students, whether they’re contacting us during Clearing for the first time, accessing welfare support, or seeking help from our IT teams.
“It was important we found a partner that had technical excellence as well as sector expertise. Exponential-e has been knowledgeable, professional and flexible throughout the process, and we look forward to a long-term partnership.”
Afshin Attari, Senior Director of Public Sector at Exponential-e, stated:
“We are delighted to support Birmingham City University as it modernises its communication and service infrastructure. By combining Teams telephony, Five9’s intelligent contact centre technology, and Exponential-e’s managed service model, we’re helping BCU deliver a resilient, flexible platform that supports student-centred service delivery.”
The three-year contract with a two-year extension option was signed in September 2025. BCU and Exponential-e are currently mobilising the project and finalising the delivery schedule, with timelines aligned to the academic year to minimise disruption.
The new platform will underpin BCU’s future Clearing operations while strengthening everyday engagement with current students, prospective applicants, and staff across the University.
