A Microsoft Teams Contact Center allows omnichannel customer communication through a single pane of glass. Whether they are in the office space or at home. This will lead to a reduction in overhead costs, an increased workforce efficiency, easier insights into the customer lifecycle and an omnichannel customer experience
Bring your own device, Call Park, Consultative Transfer, Direct Transfer, Discharge Duration / Wrap up, Integrate Mobile, Take the Call, Formal and Informal Agents, Groups, PSTN Agents, Reason Codes, Supervisor, Classifications, Pincode, Real-time Management, Timezones, Advanced Dialogue Intelligence, Real-time translation during audio, Direct Call Recording, Inbound Call Recording, Outbound Call Recording, Quality Monitoring, Real-time Information Provider, Recording Aggregate, Screen Recording, Automatic Answering, Automatic Occupation Forecast, Availability Check, Business Hours, Bot, Content Moderator, Countdown, Dialogue Pattern Recognizer, Holiday, Interactive Voice Response (IVR), Music on Hold, Key Phrase recognition, Lowest Presence Hunt, Queue Escape, Queue Management, Queue Sized Based Routing, Routing, Side Instep to main IVR, Side Instep to IVR, Side Instep to Queue, Timerjobs, Unlimited IVR Dept, Automatical Call Distributor, CallBack, Presence Based Routing, Queued CallBack, Skill Based Routing, WebChat, Automatic Lead Creation, Conversation Transcript to Backoffice, Multiple Languages Support, Customizable WebChat, Real-time Integration with SharePoint, Teams Integration, Office365 Support, Support Windows 10, Support Windows 11, Plugins
INCLUDED SERVICE COMPONENTS – OVERVIEW:
OPTIONAL SERVICE COMPONENTS – OVERVIEW:
Direct Call Recording, Inbound Call Recording, Outbound Call Recording, Recording Aggregate, Screen Recording, Interactive Voice Response (IVR), WebChat, Customizable WebChat
All UCF departments, direct service organizations, and private vendors/companies that provide support services to the University.
Service Availability Locations
All UCF entities and direct service organizations located on the Orlando campus, the regional campuses, the Central Florida Research Park, and other UCF colleges located on remote campuses (e.g. Rosen College, UCF Medical Campus at Lake Nona, etc.).
Phone – Teams Calling
UCF IT Telecommunications