Overview
At the University of Oregon, Information Services provide three primary call center options, Amazon Connect, Microsoft Teams, and Cisco IP Phones.
The best option will depend on the size of the call center or queue, the function, and needs of the organization. Below is a comparison table and scenario description to assist in selecting an option for your team, but if you still have questions, please contact your regional support unit or the Voice Services Support team.
Call center options by function
| Function /Service Provider |
Amazon |
Teams |
Cisco |
| Create and Remove Users |
Yes. Anyone with UO Supervisor role. |
- Yes, for full-time A5 licenses.
- Students can be assigned this ability through request via ticket.
|
Request via ticket. |
|
Queue manager can see if users are logged in or out in real time
|
Yes
|
Yes.
|
Not centrally, local to each individual physical phone only.
|
|
Historical statistics
|
Available at deployment and has real time and historical reporting.
|
Not available at deployment, but dashboards can be requested via ticket.
|
No.
|
|
Adjust your own open hours?
|
Yes, within each seven-day week.
|
No. Request via ticket.
|
No. Request via ticket .
|
|
Update your own greetings?
|
Yes
|
Yes
|
Yes
|
|
Shared Line Appearance?
|
No
|
No
|
Yes
|
|
Remote worker capabilities
|
Yes
|
Yes
|
No
|
|
Ease of use with multiple workers/high staff turnover
|
Requires advanced setup.
|
Requires advanced setup.
|
Anyone can walk up and answer the Cisco phone.
|
|
Single sign-on with Duck ID
|
Not currently
|
Yes
|
N/A
|
|
PCI compliant
|
Not currently
|
No
|
Yes
|
|
Costs
|
Usage based + setup costs (costs likely to increase after upcoming funding model review)
|
Included with CCT funding model
|
$30 per month per phone + setup costs
|
Best Use Cases – Per System
| Service Provider |
System Features |
|
Amazon
|
- Designed for high call-volume.
- Groups who have staff hired primarily to answer the phone.
- Easy to add/remove students or temp workers without having to put in a voice support ticket.
- Real time and historical stats.
- Supports remote workers.
- No mobile device support.
|
|
Teams
|
- Best for work groups that require mobility, with low enough call volume to not require a full call center.
- Stats are not available yet.
- Managers cannot directly add/remove student employees until they are licensed.
- Good mobile device support.
|
|
Cisco
|
- Corded phone system for on-campus only applications.
- Good reliability.
- Good for applications where staff change frequently but phone call volume is extremely low, and no other contact method is needed.
- The phone can be answered by anyone at the location, rather than requiring advance setup per user-account.
- Does not provide stats, median, or advanced call center capabilities in our instance.
|
Need help?
If you still have questions, please contact your regional support unit or the Voice Services Support team.