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 $65.50 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 $65.50 per hour, with a one-hour minimum, will apply instead.

Monthly associated costs are as follows:

Agent License: $63 per month
Supervisor License: $80 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

Go to doitservices.missouri.edu to request new and modify or decommission existing Contact Centers. Login to the self-service portal with your University user id and password, select Service Catalog, and search for Contact Centers.

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

Go to doitservices.missouri.edu and click on the Help icon. Login to the self-service portal with your University user id and password, and Search for Answers accordingly. For additional assistance, contact our Help Desk at 573-882-5000.