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Case Study: Redefining Contact Centers--University of Michigan's Shift from On-Premise to Cloud

Jennifer Herron  (ERP Business Analyst, University of Michigan)

Craig Griffis  (Telecommunication Engineer, University of Michigan)

Date: Tuesday, March 18

Time: 2:00 pm - 2:30 pm

Pass Type: Premium, Standard

Session Type: Conference Track Session

Track: CX/Contact Center

Vault Recording: TBD

Join us for an engaging session as we explore key highlights from several successful cloud contact center implementations at the University of Michigan. Delivered by U-M Voice Operations and Engineering experts, this talk will illuminate the lessons learned during our transition from on-premises systems to cloud-based solutions. We will showcase our in-house innovations and collaborative efforts with our trusted vendor to address the unique needs of our campus community.

Plus, stick around after this half-hour session concludes, and join the Post-Session Networking! The session room will remain open and the speaker will be on hand, along with other attendees, to continue the conversation about contact center migration. Don't miss this opportunity to meet and engage with like-minded peers!

Session Highlights:

  • Learn about the migration process from antiquated and costly on-premise systems to cloud-based, including challenges faced and triumphs achieved.
  • Discover innovative features and functionality developed to meet specific requirements, such as:
    • Enhanced security through SSO integration.
    • Customer-controlled agent management without work orders.
    • Attestation and control of outbound calling line ID with a direct SIP trunk connection to U-M's SBC infrastructure .
    • On-demand agent skill adjustments.
    • Dynamic IVR menu reordering via a customer web interface.
    • Custom start/stop call recording through a custom agent interface.
    • 10DLC-approved SMS integration.
    • Customer-managed prompt modification and ad-hoc closures through a web front-end.
    • Transitioning Voicemail from outdated on-premise infrastructure to an integrated cloud solution.
    • Custom Disaster Recovery solutions with our main voice provider.
  • Gain insights into how these solutions have improved efficiency and enhanced the customer experience for our diverse university community.
  • Be inspired to consider and explore cloud-based contact center solutions to elevate your own operations.

    Audience Takeaways: Attendees will come away with practical examples, inspiration, and a deeper understanding of how cloud-based contact center technologies can significantly improve operational efficiency and customer satisfaction.

    Target Audience: This session is tailored for IT professionals, contact center managers, voice operations engineers, and anyone interested in the potential of cloud-based contact center innovations.

    We look forward to sharing the University of Michigan's journey and insights, hoping to inspire and guide others in their own cloud migration and contact center transformation efforts.