Call Center (on-prem)

What is this Service? 

The On-Prem Call Center service provides the foundational technology to support voice-based call center operations at Temple. It includes features like call routing, queue management, voicemail, music on hold, call recording, and basic reporting. This system is built using a combination of on-premises technologies and is best suited for basic call center needs with an affordable price point.

Who is Eligible to use it?

Temple departments or units that need a voice-only call center with essential functionality.

How do I use it?/How do I Request it?

Departments interested in setting up an on-prem call center should submit a request through TUhelp to begin a consultation.

The system provides sign-in/out, queue management, call handling features, and limited analytics, configured based on operational needs.

Cost and Limitations

  • This is a cost-effective solution tailored for basic requirements.
  • It relies on disparate, on-prem systems and does not offer full omnichannel integration or advanced reporting.
  • It is less suitable for remote workers and lacks full visibility into the customer journey.
  • For advanced features like chat, SMS, social media, and unified reporting, departments should consider the Genesys Cloud Contact Center offering at a higher price point.