Contact Centers

Contact (call) centers allow 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.

ITS provides Zoom Call Queueing for the overwhelming majority of contact centers on U-M campuses, as it meets or exceeds their needs. If your contact center' requirements exceed what Zoom Queuing can provide, please reach out to the ITS Telecommunications Analysts to discuss your needs.

ITS currently supports several 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 setting up 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 three contact center applications: