Project Type: Invest in IT Service Excellence
Build and set up a new Service Desk at the Student Union building. The plan is to open this new location during the Spring 2023 semester.
This project aims to provide a digital platform that handles the end-to-end fiber management at UNC-Chapel Hill. The project will modernize Transport Operations fiber management and develop a continuous process for reconciling Campus ArcGIS Fiber maps. The main drivers are: Replace Transport Operations spreadsheet management system with an industry-standard software solution for operationalizing map data. This new system will eliminate bottlenecks, documentation debts and communications silos. Reconcile ArcGIS fiber information with information stored in… Read More about Reconciliation of Outside Plant Documentation.
The Customer Experience & Engagement division is researching vendors to replace Genesys PureCloud as a cloud-based service desk solution to manage phone calls. PureCloud has been the vendor since 2018 when the previous Genesys cloud product was retired. Users found the system difficult to use, and the call quality and customer service experience are less than satisfactory. The goal of the project is to find a lower-cost contact center solution that provides better quality of… Read More about PureCloud Replacement Research.