- Service Overview
- Eligibility & Costs
- Support, How-To’s & Info
Amazon Connect is a UITS-offered enterprise solution for inbound and outbound contact centers on campus.
Connect is a cloud-based platform in AWS that is well-suited for service desks of all types. Connect works ideally where inbound customer calls need to be distributed across two or more agents. The solution also works well for outbound-calling programs.
Key features of this solution include:
- Transparent Customer Assistance: Service associates have the flexibility to work (receive and/or place calls) anywhere they have an internet connection and a computer.
- Customer Waiting Options: Customers have the option to wait in line for an available agent or request a call-back while maintaining their place in line (also called “callback-from-queue”).
- Service Analytics: Service center supervisors can optimize service and reduce customer wait times by using real-time and historical analytics.
Administration and support for the Amazon Connect solution will be managed by UITS. Units will need to provide their own headsets and computers.
Please submit your request via email to firstname.lastname@example.org.
Services are available to University departments and colleges.
Amazon Connect for campus teams is funded by UITS for standard deployments.
If a contact center requires additional functionality beyond our standard enterprise deployment, Service Charges will be evaluated on a case-by-case basis. For example, if a department requires a specific integration with a non-enterprise application, it may require a separate Connect environment and added overhead due to these extended requirements.