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 – Administrative capabilities provide supervisors with tools to manage menus, recordings and agents
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Reporting a Trouble or New Request

Contact the HUIT Helpdesk

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Documentation and User Guides

Agent, Supervisor and Administrator guides, login instructions and more

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Training Videos

Reports and Administrative function training videos

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Contact Center Rates

FY '18 published service rates

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