UW Madison utilizes Cisco Contact Center (UCCX) as its contact center solution for campus. DoIT is responsible for supporting all aspects of the contact center solution including the optional call recording solution through Calabrio ONE.

If your department or organization requires more than just basic voice communication, implementing a Cisco Contact Center offers significant advantages over similar campus VoIP solutions such as hunt groups and call handlers. Unlike hunt groups and call trees which provide a basic method of call distribution, a Cisco Contact Center provides advanced features like multi-level condition-based call distribution, real-time analytics, call recording, and cohesive team interaction features. These features make it ideal for managing customer interactions at scale, improving service efficiency, and providing agent flexibility.