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The University’s Contact Center software solutions help campus departments create call centers to allow them to work more efficiently by streamlining how they manage communication. These tools can support multiple channels—like phone calls, texts, chat, email, and social media—and use smart workflows to route messages quickly to the right place. Optional AI tools can be designed to help speed up responses and improve customer service. Real-time and historical analytics provide insights into performance and growth needs, making it easier to manage and improve operations.

Genesys Cloud is a cloud based omnichannel contact center platform designed to allow departments to manage their high-volume contacts using voice, chat, email, and text for interactions. This scalable system includes options for conversational AI implementations as well as reporting.