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Policy and Disclaimer for Contact Center Agents Outside the Continental United States

Policy Statement

The University Information Technology (UIT) department strives to provide effective support and services to all contact center agents. However, we recognize that there are inherent challenges associated with utilizing real-time applications across different geographical locations, particularly for agents located outside the continental United States. 

Service Quality Disclaimer 

While UIT will make every reasonable effort to ensure the availability and functionality of the necessary tools, we cannot guarantee the quality of service for real-time applications (including but not limited to Voice Communication and Contact Center-related services) for agents working outside the continental United States. It is imperative to understand that latency issues may significantly impact the performance, reliability, and overall user experience of these applications.

Scope of Responsibility 

By utilizing UIT services, clients acknowledge and accept that: 

  1. UIT is not responsible for troubleshooting or resolving issues related to voice and data quality for agents located outside the continental United States.
  2. UIT will not provide support for any Finesse-related issues arising from the usage of these services in non-continental U.S. locations.
  3. Clients are fully aware that engaging contact center agents outside the continental United States carries inherent risks associated with connectivity, service quality, security, and compliance. 

Client Acknowledgment 

Clients who decide to employ contact center agents outside the continental United States do so at their own risk. It is strongly recommended that clients assess their specific business needs, connectivity requirements, security and compliance before making such arrangements. Conclusion We appreciate your understanding of these limitations. UIT remains committed to providing quality support to our clients and encourages open communication regarding any concerns or queries related to contact center operations.

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