UNC-CH Information Technology Services

New ACD makes 962-HELP even better

When you get 240 phone calls a day, with an average of four people on call to answer them, you have to know you can count on your phone system. That’s why the ITS Response Center (ITRC) recently implemented a new automated call distribution system, or ACD, to route calls to 962-HELP, ITS’ technical customer support line.

The new system, provided by Angel.com, gives callers the option to enter their PID over the phone at the beginning of the call, meaning that when the analyst answers the phone he or she can address the customer personally and immediately focus on the issue at hand. In addition, the system allows skill-based routing, so that each 962-HELP call is directed to the analyst with relevant skills and knowledge who can best answer their questions.

“We’re excited from an administration standpoint, but even more from a customer standpoint - now we can troubleshoot customer issues and track their requests more easily and quickly,” said Ingrid Camacho, phone services manager.

The application is voice-enabled, meaning that customers can choose to speak their options instead of typing them on the phone’s keypad.

“The voice-enabling increases accessibility, which is very important to us,” said Camacho. “In addition, we’ve added a toll-free number (1-866-962-4457) so that faculty and students traveling abroad can call without incurring lots of charges. Plus, we’ve enabled a callback feature to allow a customer to leave a message for a non-urgent request. When we have the solution, we call the customer back, and they don’t have to hold while we troubleshoot the issue.”

The ACD uses a Web application to manage routing processes, emergency messages and reporting statistics. The calls themselves are distributed using a telecom provider, so that Internet outages do not affect the 962-HELP service. In addition, ITS Telecommunications created a local backup solution. The ITRC chose a new ACD because the previous system grew outdated and unsupported over time.

Some goals for the future include offering daily technology tips over the phone, offering specialized messages in emergencies and integrating the ACD system with Remedy, campus’ standard service request application.

“The sky is the limit now - we’re very excited,” said Camacho.