Specifications include, but are not limited to: The Arizona Board of Regents (ABOR), on behalf of Arizona State University (ASU), is seeking proposals from firms with extensive experience in higher education to furnish the University with a comprehensive contact center solution (CCS) as described in the scope of work. ASU is seeking a cloud hosted omnichannel Contact Center Solution (CCS) to provide better insights and data for the university to use to improve services and processes and get an “in the moment” view of sentiment across the university community. ASU expects a solution that has the opportunity to collect detailed data at every possible point of contact between our ASU community and the ASU Contact Center, be that by phone call, chat, social media interactions, or other communication platforms yet to come. ASU imagines the power of leveraging this data for its students and customers and the ability to have a complete word-for-word record of an interaction to then analyze. The power of this can be as simple as an executive dashboard that shows the live sentiment broken down by key university service areas to be able to provide deeper insights into friction points between our students and the services they count on for success in their lifelong journey of learning.
