Purpose and Overview
Miami University's Call Center Service enabled Miami managed Interactive Voice Response systems (IVR) that empowers departments and administrative offices to efficiently manage high volumes of incoming and outgoing telephone communications. Whether it's assisting students, addressing inquiries, or streamlining departmental operations, this service ensures responsive and organized phone-based interactions.
Features and Benefits
Features
- Efficient: Queues large volumes of incoming and outgoing calls for agents to answer.
- Customizable: Configurations can be tailored to meet specific departmental needs.
- Insightful: Comprehensive call reporting supports performance analysis.
- Recordable: Optional call recording is available for quality assurance and training.
- Flexible: Agent endpoints can be physical phones or software on a computer or mobile device.
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Benefits
- Responsive: Enhances customer satisfaction through prompt and organized responses.
- Informative: Provides valuable insights into call patterns and service efficiency.
- Supportive: Helps meet compliance and training objectives through call recording capabilities.
- Adaptable: Offers flexibility to accommodate a variety of departmental requirements.
Service Boundaries and Constraints
- Scope: Designed for administrative offices requiring structured telephone communication systems.
- Eligibility: Available to Miami University departments and administrative units.
- Conditions: While there are no ongoing costs, initial setup may incur charges for special features or programming, determined during the consultation phase.
Eligibility and Audience
This service is primarily intended for administrative offices and departments within Miami University that need to manage substantial telephone communications. It's not designed for individual use by faculty, staff, or students.
Getting Started and Support
- Request Interactive Voice Response (IVR) system setup: Contact IT Help to have request submitted to the networking team
- Request changes to Interactive Voice Response (IVR) call center menu: Contact IT Help to have request submitted to the networking team