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Home » Services » Phone, TV & Video » Contact Center
  • Get Started
    • IT Staff
    • Faculty
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    • Students
    • Alumni & Guests
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  • Services
    • — Services A to Z —
    • Accounts, Access & Security
      • Access Management Services
      • Active Directory
      • Identity Management Services
      • Information Security Services
    • Applications & Data Analytics
      • Application Development & Delivery
      • Data Analytics
        • Data Analytics at Penn
      • Integration Development & Delivery
    • Backup, Storage & Platforms
      • BackItUp
      • Backup for Desktop & Laptop
      • Cloud Solutions
      • Data Center Services
      • Database & Middleware Services
      • Endpoint Management
      • Recovery Services
      • Storage
      • Virtual Desktop
      • Virtual Server Hosting
    • Community, Support & Learning
      • Classroom Technology Services
      • Desktop Engineering
      • IT Community Events
      • Knowledge Link
      • LinkedIn Learning
      • Provider Support Services
      • Tech Center
    • Consulting & Professional Services
      • Brokered Products
      • HireIT
      • Systems Support & Consulting
      • Technology Forecasting
    • Email, Calendaring & Collaboration
      • Classlists
      • Penn Email Routing
      • Penn+Box
      • PennNet Mailing Lists
      • PennO365
      • PennZoom
      • SMTP-Relay
      • Secure Share
    • Networks & Connectivity
      • Firewall Services
      • Network Design & Installation
      • Network Names & Numbers
      • PennNet
        • MAGPI (Penn's Internet2 Regional Optical Network)
      • PennNet Ethernet Ports
      • Wireless at Penn
    • Phone, TV & Video
      • Broadcasting Studio
      • Contact Center
      • Live Video Streaming
      • Penn Video Network
      • PennFlex Phone
      • PennNet Phone
      • Traditional Telephony
      • Video Content Management
      • Video Production
        • Producing Video Content
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      • Web Services
    • — Service Rates —
    • — Service Level Agreements —
  • Security
    • Office of Information Security
    • Security Services
    • Special Projects
    • Policies & Procedures
    • Training & Awareness
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    • Identity & Access Management
    • Cloud First
    • Next Generation Unified Communications
    • IT Advisory Groups
      • Common Solutions
      • IT Roundtable
      • Network Policy Committee
      • Penn Technology Investment Committee
        • About PTIC
    • Special Interest Groups (SIGs)
      • Audio-Visual (AV-SIG)
      • Cloud Computing (Cloud-SIG)
      • Data Visualization (DataViz-SIG)
      • Developer SIG (Dev-SIG)
      • High-Performance Computing (HPC-SIG)
      • Instructional Technology SIG
      • Linux SIG
      • Macintosh Networking Group (MacNet)
      • Mobile Technologies (Mobile-SIG)
      • O365 Special Interest Group
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Contact Center

Overview

The Contact Center service provides automated contact distribution of incoming telephone calls and other types of contacts (e.g., email) to a specific group of people (agents) responsible for answering those inbound telephone calls or responding to other types of contacts. Contact Center systems are used by organizations that handle telephone calls from callers who generally do not need to talk to a specific person but want to talk to any qualified agent able to assist them quickly.

Benefits

  • Call routing can be used to more efficiently manage staff resources
  • Reports can be generated that provide data to answer questions like:
    • When do we receive the most calls?
    • How long are callers waiting in call queues?
    • What are the types and volume of contacts we receive?
  • Supervisory tools provide support for coaching of agents

Who Can Benefit from This Service

Organizations with contact centers and their clients

Additional Information and Resources

  • Contact Center Detail
  • Ordering the service

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