Features
CU Boulder units can effectively manage inbound calls for a contact center by recognizing, answering and routing incoming calls to appropriately skilled agents or groups.
This is primarily a softphone solution, using a computer application to answer calls, which supports the hybrid and remote work modalities for CU Boulder. Our phones service, including contact centers, needs to adapt to provide flexible and agile communication functionality.
Specialized greetings, announcements, modes and closure notifications can be set to assure that callers receive timely notifications during and outside of business hours. The new software adds new features, such as customer callback and place-in-queue announcements.
Cost
The service is covered by the Connectivity fees.
Since this is a softphone solution, if a department requests physical phones, they can be purchased for the following prices:
- 405HD: $117.00
- 435HD: $190.00
- 455HD: $499.00
Who can get it
CU Boulder departments, faculty, or staff that have a need for automatic call distribution.
How to get it
Departments
Contact your Telecommunications Liaison and make your request.
Telecommunication Liaisons
- Go to the Voice/Data Services Request form.
- Login in with your IdentiKey.
- Follow the on-screen menus to make your request.
- If you need assistance, call 5-3333.
Documentation & Physical Phone Guides
- 405HD physical phone guide and video
- 435HD physical phone guide and video
- 455HD physical phone guide and video
Accessibility
CU Boulder is committed to providing help information and assistance with campus services for all users, including those with accessibility concerns. Visit the Enghouse Interactive website to learn more about their accessibility policy.
Support & Training
On-demand training is available to supervisors and agents.
- Log in at https://Enghouse.litmos.com/account/login.
- Use your IdentiKey@colorado.edu as your username.
- Only named users who will have access to the Enghouse Touchpoint software will be able to log in.
