Our advanced call center product provides a complete customer interaction solution for campus colleges and departments. It offers everything from productivity-based features for contact center agents, real time control and reporting documentation for supervisors, to fast, attentive service to customers that keeps them contacting you again and again.

The basic call center package includes:

• Standard auto attendant providing menu options, advanced call routing and intelligent queuing
• Soft phone client (called Interaction Client) for both agents and supervisors

Interaction Client soft phone comes with the following features:

• View the status and contact information of other users
• Record agent greetings to play to callers during incoming interactions
• Access and view real-time and personal statistics
• Request supervisor assistance with the click of a button
• Manually record threatening calls
• Manage telephone calls via standard telephony button set (Pick up, Hold, Disconnect, and more)
• View call detail for active calls such as location or telephone number of caller
• Drag and drop transfer to any directory
• (30) Customizable wrap up codes
• Choose from a variety of agent status settings
• Utilize workgroup directories
• Access public and private contacts
• Utilize speed dialing
• Real time, interactive monitoring of agents, workgroups and queue activity
• User definable alerts and notifications
• Join and coach capabilities
• Historical reporting
• Call center schedule, account code, wrap-up code management (Interaction Administrator)
• Automatic generation and delivery of historical reports based on time of day, day of week, month or year (Scheduled Reports)

The following options can be added for additional cost:

• Interaction Supervisor: Graphical real time reporting client (supervisors only)
• Interaction Recorder: Call recording client (supervisors only)
• Interaction Tracker: Contact History Management
• Multi-media Bundle (includes Web Chat, Web Callback, Fax and E-mail Routing)
• Outbound notification
• Additional wrap up codes (per 5 code increments)
• Advanced customizations

Basic Package

• Interaction Client Fee: $6.50 per month, per workstation
• Concurrent Access Fee: $100.00 per month, per concurrent agent
• Note: Campus telephone service for agents and supervisors would be billed separately. For more information about campus telephone service, visit: Telephone Service (Administrative)

Optional Features

• Interaction Suprvisor: Graphical real time reporting client (supervisors only): $10.00 per month per workstation
• Interaction Recorder: Call recording client (supervisors only): $10.00 per month per workstation
• Interaction Tracker: Contact History Management: $10.00 per month per workstation
• Multi-media Bundle (includes Web Chat, Web Callback, Fax and E-mail Routing): $45.00 per month
• Outbound notification
• Additional wrap up codes (per 5 code increments): $5.00 per month
• Advanced customizations: Quoted pricing based on scope of work

OSU departments and colleges

For more information or to schedule a consultation or demonstration, contact OCIO at: 614-688-4357 (or 8-4357 from a campus telephone).

Agent and supervisor workstations must meet minimum system requirements.