Contact Center Services

Contact Center Services

Contact Center Services allows departments to automatically route incoming calls to one or several call agents across one or many locations. Service centers and help desks typically use these services to manage high volume call flows efficiently.

Call center services offer the ability to spread calls evenly among customer service representatives. With call center applications you can:
  • Process incoming calls more effectively
  • Reduce or eliminate abandoned calls (hang ups) by providing a queue or announcements
  • Provide customers with a single telephone number
  • Determine how calls are distributed
  • Get a real-time view of call traffic and agent performance
  • Receive reports that include but are not limited to:
    • Call traffic statistics
    • Total number of calls answered
    • Number of calls abandoned (hang ups)
    • Agent statistics
You can also request call recording for an additional fee.

Standard labor charges of $63 per hour apply for the initial setup of a contact center and any subsequent greeting changes featuring Division of IT voice talent.

Provisioning charges of $15 will apply to add an agent to an existing contact center as well as for greeting changes (featuring your voice talent), routing changes, and custom state changes.  If you will need changes to 21 or more lines, standard labor charges of $63 per hour, with a one-hour minimum, will apply instead.

Monthly associated costs are as follows:

  • Agent License:  $53 per month
  • Supervisor License:  $75 per month (includes reporting)
  • Interactive Voice Response (IVR):  $13 per month
  • Call Recording:  $29 per month

For unified communication individual pricing, see Unified Communication Phone Services for Individuals.

 

Audiences:

  • MU
    • departments
  • MU Health Care
    • departments
  • UM System
    • departments
  • University Extension
    • departments

Use MyServices to obtain service, change service options, or cancel service.

Use our web-based portal to monitor and manage your UC applications.

For additional assistance, contact Tech Support at 573.882.5000.

Visit our Training Resources page.