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Stanford Contact Center Solutions

Manage large volumes of incoming calls

Please note: as of April 15, no new contact centers will be deployed on the Avaya system. We encourage the prioritization of requests and deferral any non-critical call flow changes until the migration to Cisco. For more information, please click here.

The Stanford Contact Center Solutions Service is an essential tool for campus contact centers to effectively manage large volumes of incoming phone calls.

Features

Our Contact Center Solutions Service provides programmable features that benefit call processing, agents, and management. For a full list of features, please refer to the Features (Enhanced Tier) page.

Designed for

Examples of contact centers that can benefit from our Contact Center Solutions Service include student support centers, IT help desks, medical clinics (for appointment scheduling), public safety organizations, customer support centers, and ticket sales desks.

To determine if you are a contact center that can use our Contact Center Solutions Service, please answer the Client Setup Questions.

Contact centers from each of the following affiliates are eligible to use our service offering:

  • Stanford Health Care
  • Stanford Children's Health
  • Stanford University

Requirements

Cisco phone and a network port.

The following section summarizes the terms and conditions to which a service subscriber agrees when receiving telephone equipment from University IT (UIT).

  • When an end-user confirms the successful delivery and service on their newly provisioned phone, the ownership of the asset transitions from UIT to the paying cost center.
  • Broken phones due to regular wear and tear, manufacturing defects, or quality of service issues will be replaced without additional charges to the client.
  • Monthly recurring payments for the phone will continue even if the directory number (DN) associated with the phone is deleted. Billing for the phone will automatically stop after a continuous 5 year billing term has concluded (assessed on a quarterly basis).
  • As we are unable to stock and track individual client phones, if an end-user insists that UIT take physical ownership of an older phone, the asset will be considered forfeited back to UIT. Even if forfeited, billing for the phone will continue until the asset has been identified as being provisioned for 5 years.

Get started

To a setup a new Stanford Contact Center, a University IT service consultant will be dedicated to your deployment to help you plan, design, and implement your call center. To request, help from a consultant, follow the links below:

  • University affiliates: Submit a Help ticket.
  • Stanford Health Care (SHC) and Stanford Children's Health (SCH) affiliates: Submit a Help ticket.

Get help

Submit the appropriate ticket.

  • Stanford affiliates:
    • If something is not working properly, submit a Help ticket.
    • If you have a general request, or need to ask a question, submit a Help ticket.
    • If you need to request holiday schedule changes or updates, submit a Help ticket.
  • SHC and SCH affiliates:
    • If something is not working properly or you have a general request, submit a Help ticket.
    • If you need to request holiday schedule changes or updates, submit a Help ticket.

Our service is monitored 24x7 for performance and component failures.

Learn more

Last modified January 31, 2020