ACC’s Information Technology (IT) Department is in the process of replacing the college’s call center product with one that can better handle the complexities of the college’s system.
The project has been deemed “mission critical” because ACC’s current call center product has started to experience crashes during high-call-volume periods. As a result, the call center replacement project has been fast-tracked so that it can wrap up before the start of the fall semester.
Areas affected by the project include the Student Affairs Help Desk, the IT Service Desk, Continuing Education, Adult Education, Educational Technology Support, and Student Technology Services.
The college looked at many different products and ultimately chose Webex Contact Center by Cisco. One of the reasons is the ease of integration with the majority of ACC’s network, which is Cisco-based.
The project kicked off in April 2024. The project team spent six weeks meeting with stakeholders to learn about their systems and decided to roll the project out in phases.
Each department will have to undergo training and testing. The IT Service Desk, a small department of four, served as the proof of concept in early June. It will roll out to each of the different areas throughout the summer.
The project is expected to be completed by Thursday, August 15.