UNLV Telecommunications is expanding access to Webex Contact Center, a cloud-based system designed to support units with high call volume, student services, and multi-staff workflows. The platform offers modern routing tools, real-time visibility, and improved flexibility for both agents and supervisors.

Webex Contact Center Key Features

Extension-less Calling

Agents can receive calls directly through their computers—no desk phone or extension required. This feature supports remote and hybrid work, faster onboarding for student workers, and reduced hardware needs.

Real-Time Dashboards

Supervisors can view live call activity, including queue lengths, active agents, call volumes, and Service Level Agreement (SLA) performance, allowing quick responses to volume spikes, staffing gaps, and service issues.

Custom Historical Reporting

Webex offers customizable reports to help departments track relevant trends, evaluate your Key Performance Indicators (KPIs), identify and resolve bottlenecks, and assess agent performance over time. This helps units make data-driven operational improvements.

Call Monitoring Tools

Using Webex contact center, supervisors can silently monitor calls, provide whisper coaching that callers cannot hear, and join calls when needed, improving both service quality and training.

Quality Management

Built-in recording and evaluation tools allow supervisors to review interactions, score calls, and deliver feedback within the platform.

Intelligent Routing

Departments can set up skill-based and priority routing, overflow paths, and balanced queue distribution so callers reach the right staff quickly.

Workforce Management Integrations

Scheduling, forecasting, and intraday management tools help teams align staffing with demand.

Self-Service Administration

Departments can update business hours, Interactive Voice Response (IVR) scripts, prompts, and queue behaviors without submitting a ticket. This flexibility reduces delays and allows units to maintain control of their communication workflows.

Agent Desktop Tools

Agents benefit from Customer Relationship Management (CRM) screen pops, knowledge base integration, unified inbox features, and single sign-on for a streamlined workflow.

CRM & Ticketing System Integrations

The system can connect to platforms used across campus for automatic ticket creation, customer history retrieval, and workflow automation.

Webex Contact Center provides a flexible, scalable communication solution for units looking to modernize their call operations.

For demos or implementation inquiries, contact the Telecommunications Department at telecom@unlv.edu