From the Nominator

Within the past few years, universities have been reviewing the traditional model of their phone-a-thon/telefund programs and moving from a standard version of their call centers to a multi-channel outreach. Research shows that engaging in other forms of outreach, such as texting, video chat, one-on-one personalized emails, and even personalized video messages, builds a greater connection between alumni, students, and the institution. Based on this trend and a decline in contact rates and results, in fall 2023, the University of New Orleans' student-based call center phone-a-thon program pivoted to an online DXO-based program, with a focus on connecting students with alumni in similar fields of study through a variety of digital outreach methods. Instead of just cold calling, students now send personalized emails, video messages, text messages, phone, and video calls. Driven by AI, the new model enables students to cultivate professional relationships with alumni; increases alumni engagement with students and the institution; streamlines processes and the eliminates manual data entry; offers flexibility for both students and alumni; enhances the donor journey; increases alumni participation in giving; and enhances the pipelining of donors to major gifts. After one semester, the results of modernizing the Outreach Center have shown a 51% increase in positive contact, a 43% increase in the number of gifts, and a 49% increase in average gift size.

From the Judges

We liked the Outreach Center a lot! Good use of video,  and the ability to make choices for contact methods is very nice. We enjoyed seeing this fresh take on a student outreach program. As we all have struggled over the past 5-10 years to rethink our traditional phone-a-thon/student outreach programs, this presented a well thought-out plan and strategy. We are intrigued by the solution that powers the AI facet of this program and provides the students with their donor prompts and curated portfolios.