Contact Center is a type of call center software that allows for incoming calls to be placed in a queue for routing to the next available Customer Service Representative. Contact Center is used at Vet Med by Client Services in SAC, LAC, VMSC and MDVC. It also provides additional functionality such as real-time and historical reporting, skills-based routing and call recording capabilities.
IT@Vet Med does not have administrative access to the Contact Center system, so technical issues are usually reported directly by Client Service staff to Tech Services (See KB 97422 for more info). The CIO should however be notified if there are serious or persistent issues. IT@VetMed will sometimes liaison on these issues, or try to help determine if they are really a Contact Center issue or a different technical issue we may be able to assist with. If issues are taking too long to resolve, they are escalated to the CIO and then he’ll contact Tech Services management directly to outline a plan and manage service expectations.