Exponential-e, a leader in cloud, connectivity, communications, and cybersecurity, has teamed up with Birmingham City University (BCU) to deploy a cutting-edge unified communications platform aimed at transforming the university’s telephony, contact centre, and service operations. This initiative is designed to improve student engagement and deliver a more seamless user experience.
Procured through the Crown Commercial Services framework, the project will replace the university’s outdated, siloed on-premises systems with a fully managed, cloud-based service. The new, integrated communications ecosystem will focus on omnichannel engagement—including messaging via WhatsApp—providing students with more flexible and accessible ways to connect with the university.
Aligned with BCU’s Strategy 2030 ambitions, the initiative supports the university’s goal of becoming an exemplar anchor institution committed to creating inclusive opportunities, fostering social mobility, and strengthening community outcomes. By transitioning to a resilient, scalable, and cohesive communication infrastructure, Birmingham City University aims to enhance its ability to serve students during critical moments such as Clearing, welfare support, and IT assistance.
Exponential-e will implement four core components: an Azure cloud environment, Microsoft Teams-based telephony, Five9’s cloud Contact Centre as a Service (CCaaS), and a new university-wide switchboard system. Moving away from traditional on-site infrastructure and adopting Exponential-e’s managed services, BCU will benefit from a modern, flexible platform capable of supporting future growth and operational resilience.
Matt Peers, Senior Project Manager at Birmingham City University, emphasized the importance of the project: “As an institution committed to inclusion, opportunity, and prosperity, it’s vital that every interaction is accessible, responsive, and positive. This platform will bring multiple communication channels into a single, modern ecosystem, streamlining workflows and improving visibility across teams. It will also significantly enhance the experience for students, whether they’re contacting us during Clearing, seeking welfare support, or engaging with our IT services. We chose Exponential-e for their technical expertise and sector knowledge, and we look forward to a long-term partnership.”
Afshin Attari, Senior Director of Public Sector at Exponential-e, added, “We’re proud to support Birmingham City University’s digital transformation. By integrating Teams telephony, Five9’s intelligent contact centre technology, and our managed services, we’re helping BCU deliver a resilient, flexible platform that puts students at the heart of their service delivery.”
The three-year contract, with an option for a two-year extension, was signed in September 2025. Both organizations are currently mobilizing the project and finalizing the implementation schedule, carefully aligned with the academic calendar to minimize disruption. Once completed, the new platform will underpin BCU’s future Clearing operations and improve engagement with students, prospective applicants, and staff across the university community.
