Scope of Work Summary. The University of Arizona Online Service Center is focused on modernizing and optimizing its contact center technology to improve the student experience and operational performance. This initiative seeks to identify a new partner to potentially replace our current CCaaS solution. Additionally, the Online Service Center seeks to integrate AI-driven solutions such as agent assist technologies, to improve efficiency, reduce inbound volume, and enhance customer interactions. Furthermore, the Online Service Center aims to strengthen the collaboration between Workforce Management (WFM) and business partners to enhance forecasting, scheduling, and adherence to WFM best practices. While we are interested in vendor offerings in the omnichannel and knowledge management areas, the decision to onboard these products will be at our discretion based on business needs, strategic alignment, and overall value to our contact center operations. This agreement will support The University of Arizona Online Service Center strategic goal of creating a more scalable, efficient, and student-centric contact center environment through best-in-class technology, process optimization, and data-driven decision-making.
