Call Center Technology Options and Information

Summary

This article presents information on call centers and the technology available to assist units with those functions.

Body

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  for A5 licenses

$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, intended for emergency access and high risk areas.
  • 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.

Details

Details

Article ID: 140715
Created
Tue 3/19/24 11:13 AM
Modified
Wed 11/6/24 2:10 PM

Related Services / Offerings

Related Services / Offerings (1)

This service is for department telephone coordinators and budget managers to submit requests for Microsoft Teams calling and Cisco telephones.