UW Information Technology Service Catalog

Services offered by UW-IT to the University of Washington community

NOTICE: FY 2013 rates are currently reflected in the Price field of each service in the catalog. See FY 2014 service rates (effective July 1, 2013) for all our services, and a comparison to FY 2013 rates. FY 2014 rates will appear in the catalog after July 1, 2013.

Call Center Solutions

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Submitted by tomnash on Wed, 2009-03-25 09:57
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Service Description: 

A call center may be used for responding to telephone inquiries about a particular product or service. Based on the technology and staffing employed, it is possible to route calls to individual staff based on volume or their expertise with a specific product or service. The set of tools includes a call management system and call recording for quality and training purposes.  Examples of large and small call centers include: student support centers, IT helpdesks, language translation services, appointment scheduling for medical clinics, customer support centers, ticket sales, etc.

Customers may require Enhanced Call Processing (ECP) or Interactive Voice Response (IVR) technologies to manage large volumes of calls or to provide informational recordings.  These technologies are used by staff that do not have a personnel-based Call Center but need to manage large volumes of calls effectively and efficiently. 

Service Options: 

The components of a call center may include at least one or all of the following options:

  • Call Menu and Announcements
  • Intelligent Routing by Time of Day
  • Expert Agent - Distribution of calls based on staff expertise
  • Reporting/Statistics - Using the Avaya Centervu call management system to deliver agent reports on call center responsiveness
  • Call Recording - Using the CXM Call Recording System to record calls (all calls or on-demail options available) for quality and training purposes, including a coaching feature that allows call center staff and managers to grade their calls and develop reports based on the grading scores

Other technologies include:

  • Enhanced Call Processing (ECP) - Provides the ability to transfer to a mailbox
  • Interactive Voice Response (IVR) - Provides call routing based on pre-defined prompts and keeps statistics on call volumes
Eligibility: 

UW faculty, UW staff, Harborview Medical Center, UW Physicians Network and Neighborhood Clinics, UW Medicine Neighborhood Clinics, Various off-campus locations in the Puget Sound area

How to Order: 
Email: help@uw.edu
Phone: 206-221-5000
Fax: 206-221-5001
Availability: 

Expert agent (skills-based call routing) is limited in its distribution based on your location and other factors. If you have questions concerning expert agent, please contact the UW Information Technology Service Center 206-221-5000.

Price: 

Rates effective July 1, 2012 for FY2013.

The fees charged varies by number of staff and the number features deployed. Fees are based on the components used and they may not include equipment replacement.

Avaya Centervu Call Reporting System
- On site reporting access: $42.15 per CMS Supervisor Client (monthly recurring charge)
- Centervu Reports Emailed to Call Center Manager: $3.80 per agent (monthly recurring charge).
 
CXM Call Recording System (all prices include installation)
- Standard Monitoring Option
   -- $3.71/User (monthly recurring charge)
   -- $522/User (one time charge)
 
- Record on Demand Option
   -- $3.71/User (monthly recurring charge)
   -- $717/User (one-time charge)
 
Enhanced Call Processing (ECP) and Interactive Voice Response (IVR)
   -- $3.71 per virtual telephone number (monthly recurring charge)

 

Service Level Description: 

Although lead times may vary widely, a two-week lead time for requests for a small call center is required to set up the proper infrastructure. Avaya multi-button PBX service is required for the call center staff.

Enhanced Call Processing (ECP) and Interactive Voice Response (IVR) services vary widely, but 5-7 business days are required.

Support Information: 
UW Information Technology Service Center Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Email: help@uw.edu
Phone: 206-221-5000
Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Mon, 2012-06-25
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