Automatic Call Distribution — ACD
Also known as Help Desk phone system, inContact, or RingCentral Contact Center. Formerly known as ININ or Interactive Intelligence.
CUIT offers solutions for Automatic Call Distribution (ACD) to allow the University's help and service desks manage incoming calls. ACD is desktop application that automatically selects and distributes incoming calls to available agents.
With the introduction of the RingCentral Unified Communications (UC) service that will replace wired desktop telephones (both ROLM phones and Netphones) throughout the Columbia campus between 2020-2025, the legacy ININ and Rolm Automatic Call Distribution/Call Processing systems have been phased out and replaced with RingCentral's Contact Center.
Auto Attendant (Call Processing)
Manages phone calls when no agents are available. Package includes recorded script that allows customers to direct their call to pre-defined destinations; can be used with or without ACD.
Agent Interface Software
Easy-to-use dashboard allows agents to handle calls, chats, and emails with customers.
Management Interface Software
Allows supervisors to monitor calls for review and coaching purposes, or to barge-in and take over calls if needed.
Call Center Analytics & Reporting
Provides access to metrics and easy-to-read reports to improve processes and customer experiences.
Allows agents to interact with customers via phone, email, text or web chat.
Yes, training for both supervisor and agents can be provided by CUIT, please submit a ticket with your department or school, desired timeframe, venue, number of participants and type of training needed (supervisor, agent, or both).
Yes, supervisors will be provided access to create and run reports.
Yes, this is available depending on the configuration requested.