Contact Center

Also known as: I3, Automatic Call Distribution (ACD).

 

Description

Contact Center services provide special software for Harvard call centers to route incoming calls to the appropriate people or channel for response.  Service centers are typically helpdesks or service centers that manage high call volumes, and require advanced features such as customer menus and greetings, skills based routing, and statistical call reporting.

Key Features and Benefits

  • Flexibility – Web client supports anywhere access
  • Increase Service Levels – Reporting detail to improve call response and service levels
  • Reliability – Redundant architecture and 24/7 support
  • Easily Meet Peak Demand – Temporary licenses allow centers to cost effectively staff and meet peak business usage periods
  • Self-Service – Admin capabilities provide supervisors with tools to manage menus, recordings and agents

Call Center Detailed Information

See also: Contact Center, Technical Services, Service, Staff, Individual Schools, IT Service Providers

Related Resources

Contact Center Rates

Harvard Phone

FY '18 rates go into effect July 1, 2017

Agent License One-Time and per-month costs
 FY '18
Per Month$122.25
One-Time$750

 

Add-On Services FY '18
ServicePer MonthOne-Time After Installation
Email/Voicemail Queues$13.50$100
University Voicemail Emergency Events$2.45$100
Call Direct$62$100
Custom Project Work – new workgroups, schedules, queues, recordings, etc$100/hour-min. 1hr. 

 

Reporting a Trouble or New Request

To report a trouble or new request with Contact Center Service contact the HUIT Helpdesk.  This can be done through one of the following channels:

Phone:  Call the HUIT Helpdesk at 617-495-7777  or x57777
Email:  Email the HUIT Helpdesk at ITHelp@harvard.edu
Service Now: (requires an account):  Submit a ticket with the Business Service -  Phone Services, Contact Center

Be sure to include the following information so that we may address your issue in the most expedient manner:

  • Your name, contact information and department
  • The Contact Center system you are currently using (Legacy 3.0 or new 4.0)
  • Date and time the issue occurred
  • Computer platform and access method used
  • Detail description of the issue or request