Other names for this service
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.
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.
Who can use this service
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 firstname.lastname@example.org and ask for a Contact Center consultation.
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
Quotas and usage restrictions
Contact Center agents must have a Skype for Business Enterprise Voice account and use a Windows computer.
Sensitive data considerations
Standard service hours
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