Contact Center Standard

Medium

Purpose

Standardize the solution to provide the enterprise with the ability to manage a contact center. 

Standard

  1. Genesys Cloud will be used to fulfill the business needs of a contact center.

Definitions

Contact Center - Call center is a centralized service used for receiving and/or transmitting incoming enquiries. This can include phone, email, sms or chat. 

Scope

This standard applies to all executive branch state agencies including the University Systems Office but excluding other higher education institutions, i.e. campuses and agricultural and research centers.

Statement of Commitment

North Dakota's CIO/CTO directs that IT Policy be created to establish statewide information technology policies and standards as defined within ND Century Code (Chapter 54-59-09).

Non-Compliance

Non-compliance with this standard shall be reported to the Office of the State Auditor.

Revision Number: 2
Revision Date: 2025-01-07
Effective Date: 2021-07-20
Last Reviewed: 2025-01-07
Number: POL0020210