Contact Center Solutions

CONTACT CENTER SOLUTIONS

UTSA Tech Solutions offers advanced contact center solutions to manage high volumes of calls, whether for departmental use or university-wide support. Contact Center Express (CCX) integrates seamlessly with the university’s communication systems, offering.

 

AUTOMATIC CALL DISTRIBUTION (ACD)

Ensures calls are directed to the correct department or individual based on predefined criteria.

 

INTERACTIVE VOICE RESPONSE (IVR)

Offers self-service options to callers, reducing wait times and improving service efficiency. 

 

SKILL-BASED ROUTING

Directs calls to agents with specific expertise, ensuring a faster and more accurate response. 

 

REAL-TIME DASHBOARDS & REPORTING

Supervisors can track performance, monitor queues, and generate reports for continuous improvement.

 

CISCO FINESSE

A web-based agent desktop for Contact Centers that simplifies call handling and improves agent performance.