Communication: Students and faculty are linked through a high-reliability digital and IP communications system. Calls can be placed and received through telephones or computers using simple Graphical User Interfaces (GUIs) or common desktop applications such as Microsoft, Outlook and Internet Explorer. Modular Messaging, a powerful standards-based voice and fax messaging platform, supports a range of call answering and voice messaging capabilities. Messages are accessible anytime, anywhere, and from access devices including telephones, fax machines or PCs.

Collaboration: Meet-Me Conferencing allows audio conferencing for up to 300 participants in a single conference without adding per-call access fees. Regularly scheduled “Open Hours” are maintained by professors, offering students the opportunity to communicate one-on-one with distant instructors. Options support videoconferencing and Instant Messaging for enhanced collaboration.

Customer Service: Optimal call center performance is assured through a robust system that optimizes customer service, agent resources and enterprise planning strategies. Advanced customer segmentation improves personalization through such features as online access to interactive questions/answers and live operators. Additional capabilities range from automatic callback and call forwarding to priority calling, personal station access, coordinated dialing between locations, and a directory feature.

Administration: Call accounting and recordkeeping capabilities enhance the management of customer service, resource planning and employee accountability functions. Routine monitoring of activities including response rate and hold times allow rapid identification and resolution of inadequate customer service, budgeting and staffing. Scalability: The system infrastructure is designed to assure enterprise-wide expansion in the future, accommodating up to 3,200 ports and enabling the integration of future telephony applications from any technology provider.