This service is funded by Allocated Funds as recommended by the Penn Technology Investment Committee (PTIC).
PTIC covered service components include:
- Agent and Supervisor base licenses – voice contacts
- Phone number hosting
- Telephony usage costs
- Reporting
- Labor and overhead
Charge-back components include:
- One-time onboarding cost for new agents and supervisors (approximately $750/agent)
- One-time implementation cost for some new features and integrations
- Ongoing monthly license costs for specialty licenses. Examples include recording, workforce management, email/chat functionality, Salesforce agent integration, etc.
ISC is able to leverage economies of scale to get discounted pricing on most features.
For more information, contact ISC Client Care.
ISC rate increases are generally aligned with University increases. The ISC rate review process is timed to coincide with the University’s annual budgeting process. Rates are reviewed over the summer, and if any require a change, they are approved for the following fiscal year. ISC will make its best effort to communicate these changes to clients by the end of October to allow for budget updates. Exceptions may occasionally occur (e.g., a vendor changes a pass-through fee midyear), and when they do, ISC will do its best to provide as much lead time for clients as possible.