Contact Center for Skype for Business

About this service

Other names for this service

Contact Center

Service documentation

Why to use this service

The Contact Center for Skype for Business provides additional functionality that Response Groups built-in to Skype for Business do not. The Contact Center provides, among other items, real-time and historical reporting, skills-based routing and recording capabilities.

Features

Real-time and historical reporting, skills-based routing, recording, callback, customizable announcements (FAQs, position in queue, voice menus), SLAs (including alerts when your queue’s SLA is not being met), additional agents on demand (for busy times of the year), customized schedules, customizable dashboard, wrap-up templates, etc. Phase Two will include the addition of answering customer inquiries through media types other than phone calls. Other media types that will be included at a later date include email and web chat.

Getting and using this service

Who can use this service

Campus Departments

How to get this service

Due to the highly customizable nature of the Contact Center, multiple design meetings with the Contact Center Team will be necessary to develop the appropriate configuration for your department. Please call the Technology Services Help Desk at 244-7000 or submit a ticket to consult@illinois.edu and ask for a Contact Center consultation.

Cost

The cost for the Contact Center is variable and based on several factors discussed in design meetings. As a guideline, the minimum charge is $48 per agent per month.

How to use this service

The Contact Center requires the Skype for Business client as well as third party software to be installed and running on a Windows computer. An option for Mac computers is not available. Further requirements for using the Contact Center will be discussed in consultation and design meetings.

Quotas and usage restrictions

Contact Center agents must have a Skype for Business Enterprise Voice account and use a Windows computer.

Sensitive data considerations

None listed.

Hours and support

Standard service hours

24x7

Scheduled maintenance hours

Service is redundant so it remains available during maintenance.  Maintenance work is completed 9:00 pm to 3:00 am Monday through Friday.

Staffed support hours

8:00 a.m. to 5:00 p.m. Monday through Friday

How to report issues

Contact the Technology Services Help Desk by phone (217-244-7000) or by email (consult@illinois.edu)