We are writing to inform you that there will be a change to Call Center ACD (Automatic Call Distribution) Service coming soon. We are actively evaluating options, with a priority focus on a cloud offering from our existing vendor. This service migration is in alignment with ISC's Cloud First Program. Our next update will be provided no later than October 18, 2016.
Who Is Affected?
All current Call Center ACD users will be affected by the migration.
What Will Change?
- Web browser access: The ability to access the system using a web browser
- Modern look: A new, user-friendly interface with a fresh look and feel
More detailed information will be provided as the implementation date approaches.
Training
More information about training will be provided as the implementation date approaches.
Documentation
A knowledge base will provide a single, easy-to-use resource for all documentation and support materials.
Information Sessions
Information sessions to learn about the migration and the changes in the service will be provided as the implementation date approaches.
Benefits
Benefits of migrating Call Center ACD to the cloud will include:
- Replacing our existing aging infrastructure
- Bug fixes and new features can be implemented more quickly
- Browser supported client software that simplifies desktop management for local support providers (LSPs)
- Opportunities to explore additional cloud features
- With cloud architecture, we are not limited by the constraints of any single data center
Questions
More information about the migration will be provided directly to all affected users as we move forward in the process. If you would like to participate in the evaluation or if you have any other questions, please send an e-mail to help@isc.upenn.edu. For general information on ISC’s Cloud First Program, please visit the website.