Cisco Call Center
Description
ComTech's Cisco Call Center Solution provides efficient call volume handling within a web-based user interface called Finesse by routing incoming calls in various ways. For instance, callers can be sent to particular agents with the skills to handle a specific customer need.
How to Access
To request a meeting to discuss Call Center options, contact us at oit_ct_uc@help.ncsu.edu to arrange a meeting to discuss your business needs.
Assistance
For assistance with this service during normal business hours (M-F, 8-5), please call the Network Operations Center at 919-515-7099 x3 or email tele@ncsu.edu.
To report an outage after hours, please call 919-515-7099.
Additional Information
See the Related Articles section on the right side of your browser window to find helpful articles about the Cisco Call Center, or click the red "Help With This Service" button to get assistance with questions or problems you may be having with this service.
- Fully customizable call flow for your department workflow
- Phone call categorization
- Skills-based call routing
- Integration with other campus systems, such as ServiceNow
- Call and agent reporting data metrics
- Customized Dashboards
- Customizable agent and supervisor desktop layout
- Blended agents: inbound and outbound capability
- Call control
- Multi-session web chat
- Live data reporting gadgets
- Phone book
- Multi-line support
- Remote working compatible
This service is available to faculty, staff, and other campus partners.
Please see ComTech Service Rates for more information on fees or additional costs.
- Faculty / Staff