Contact Centers

Contact (call) centers allows campus groups such as help desks, registrar’s offices, admissions offices, reservations desks, customer service teams, or ticket offices to handle large call volume in an efficient manner.

Important: ITS is discontinuing the one-button login feature in Ann Arbor and Flint on December 22, 2017. Contact Centers will then use Cisco Finesse. Cisco Agent and Supervisor Desktop will automatically be removed for MiWorkspace machines and should be uninstalled by all other groups after this date.

ITS supports over 45 university contact centers which routes incoming calls to over 500 agents serving students, faculty, staff, alumni, and the public. ITS assists these centers with their main numbers, menu prompts, off-hour messaging, hold settings, queue messaging, and other services.

Benefits of Contact Centers

Benefits of contact center call routing include:

  • Increased customer satisfaction
  • Prompt, professional transaction handling
  • Live call monitoring to ensure agent quality & training
  • Increased staff productivity
  • Reduced costs

University Contact Center Options

ITS offers two contact center applications: