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Changes to NATS helpdesk and switchboard software

Published Monday, July 16th, 2018

We are implementing new call center software this week for both the NATS helpdesk and the campus switchboard.

Greetings all,

We are implementing new call center software this week for both the NATS helpdesk and the campus switchboard.  This software will give us the ability to use multiple operators at a single time, route calls based on operator experience, and use data such as hold time duration and dropped calls to make decisions about how we can improve service.

You’ll notice a slightly different greeting when you call 7107 starting tomorrow and when people call 7000 (or 800-228-9972) starting Wednesday.

Thanks for your patience as we work through all of the changes to our systems this summer!

JD