USC Information Technology Services offers the Five9 virtual contact center platform to support USC contact centers such as Enrollment Services and the Student Health Center. During 2021, nearly 20 contact centers will be transitioned to this new service:
- ITS Customer Support Center
- Student Financial Services – Cashiers
- Student Financial Services – Collections
- Student Financial Services – Financial Services
- Student Health Center – Call Center
- Enrollment Services Division – Student Services
- Enrollment Services Division – Financial Aid
- Enrollment Services Division – Admission Center
- Facilities Planning & Management (2 campuses)
- Marshall School of Business
- Transportation – Customer Service
- Transportation – Campus Cruiser
- University Payroll
- Athletics Outbound Sales
- Ticket Office
Five9 is a cloud-based platform that can handle, track and manage all incoming and outgoing customer interactions via multiple channels including phone, email, chat and social media.
To learn more about Five9 capabilities, visit the Five9 website. Here is a comparison between the existing Avaya platform and the Five9 platform of services and supported devices for remote agents:
All schools and units with contact centers are encouraged to move their contact centers to Five9 to improve business operations and customer experience. Some examples of when moving to the Five9 platform might improve business operations as well as agent and customer experience:
- Campus units that want an enhanced contact center with advanced features
- Units, with multiple specialties and dedicated staff to answer calls from customers, that require real-time information as well as historical data
For new contact centers interested in transitioning to the Five9 platform, contact Nilik Minassian, (firstname.lastname@example.org), Director, ITS Unified Communications.
For contact centers and business units that decide to move to the Five9 platform, the first step will be to identify your business operations and requirements. After validating your requirements, your contact center design will be built and signed off on by your business unit leader.
Extensive online, on-demand training is available through Five9 University, and agents and supervisors will receive access to this training at the beginning of the transition process. For more details about training, see the Training section below.
Five9 Technical Requirements Reference Guide (Five9 login required)
Online, on-demand training for agents and supervisors is offered through Five9 University and access will be provided at the beginning of your unit’s transition process. The training for each role takes approximately two hours to complete and it is recommended that agents and supervisors complete the training over 2-3 days to maximize learning retention.
Additionally, Five9 will provide live supervisor train-the-trainer sessions regarding the custom configurations unique to each contact center. These sessions will be recorded so that they may be part of each center’s training library moving forward.
For requests such as routing changes or add/edit/remove agent licenses, contact the ITS Service Desk.
ITS Service Desk
Phone Support (24/7): 213-740-5555
Email Support (Monday – Friday, 8:00 a.m. – 6:00 p.m. PT): email@example.com
Open a service request
On-demand documentation, knowledge articles and discussion forums are available through the Five9 login portal.
For more information, contact Nilik Minassian, (firstname.lastname@example.org), Director, ITS Unified Communications