Contact Center Solution Services Rates

Our automatic call distribution system, powered by the Cisco Contact Center Enterprise platform, can intelligently assign calls across multiple phone agents and provide advanced reporting to support your business needs. This powerful solution provides intelligent call routing, multi-channel communications, and application integration options to offer maximum flexibility and customization.

Using the Cisco Finesse web-based agent desktop for an enhanced, next-generation experience, Stanford contact center services enable you to provide highly personalized, efficient customer service. With its flexible architecture, our system can meet all of your needs – from the most basic to the very complex.

New Stanford Contact Center Group Charge

Note: One time provisioning charges are determined after the requirements gathering has been done and the final design has been approved. Refer to premium pricing information for rush, after hours, or emergency requests.

Contact center deployment	Estimated cost range for budgetary purposes only
Standard One time set up fee for new contact centers using the standard set of Cisco UCCE features as listed here. *This represents an estimated cost. Final pricing will be based on actual work performed and equipment provided. Revised pricing will be submitted if the expanded scope of work increases the final cost by more than 10% of the one time estimated price listed here.	$6,000 - $8,000*
Custom For contact centers with business needs that do not meet the criteria of the standard service level	Scoped and priced depending on requirements

Description	Monthly recurring charge*
Contact center group Includes call management, standard reporting, business hours, support, voice-only greeting menus	$0.00
Contact center agent Includes call volume, agent licensing, agent features	$126 per named agent*
Contact center supervisor Supervisor portal for managing agents, skill levels, precision queues, and agent attribute assignments	$0.00

*Note: The above monthly recurring charges apply to university service users only; health care service users should refer to existing business agreements for pricing.

Workforce Optimization

These services may be purchased individually or in packages as priced below. Refer to the Workforce Optimization service page to learn more.

Workforce Optimization Contact Center Services	Monthly cost
Agent Call Recording enables recording of voice interactions with clients, call encryption	$22 per named agent
Workforce Management includes agent call recording features plus screen recording, quality monitoring, and workforce management technologies Screen recording captures and stores up to 10% of what is captured on a user's computer screen during interactions.	$73 per named agent
Workforce Manager License a minimum of one of these licenses must be purchased in conjunction with any Workforce Optimization package	$9 per named supervisor

Note: One-time implementation, consultation and professional services charges may apply, especially for new contact centers that do not have a workforce management solution installed. If additional implementation costs are required, UIT will provide a Statement of Work for approval.

Custom Data Feed Service

Item	Description	Pricing
Custom data feed creation and changes to existing data feeds	One-time charge (OCC)	Varies per scope and requirements; based on time and materials
Ongoing support for custom data feeds	Monthly recurring cost per data feed (MRC)	$81.00 MRC per custom data feed

Note: One-time costs (OCC) to develop custom data feed requests are scoped and priced based on unique business requirements. Additionally, UIT will charge a fixed monthly recurring cost (MRC) per data feed to recover the ongoing support of automation and delivery of the data.

Additional Contact Center Features

The following features are available for a monthly recurring charge.

Item	Description and pricing information
Call-back solution	Two tiers of Call-back service are available. The Advanced Call-back service includes all of the features in the Basic Call-back service plus additional options. Compare Basic vs Advanced features. One-time set up charge (OCC) applies to both Basic and Advanced service. Cost is scoped and priced depending upon requirements.
Finesse UCCE Gadgets	Two gadgets — Phonebook and Threshold — are a standard offering. UIT also offers custom gadget development to meet specific business needs. Custom gadget requests will be scoped and priced is determined by business requirements.
Custom call post survey	Pricing is determined by business requirements.
Third-party Integrations, including Epic, Service Now, Salesforce	Pricing is determined by business requirements.
Custom formulas and reports	Pricing is determined by business requirements.
Screen pop (enables caller information to be presented in Finesse desktop while the call is being presented to the agent)	Pricing is determined by business requirements.