The Unified Contact Center is here
A new AI-first contact center that resolves common questions on its own, escalates with full context, and never loses a caller.
Today we're launching the Unified Contact Center — a phone-based support module built for the questions prospective and current students actually call about.
The AI assistant resolves common questions end to end. When a human is needed, it escalates with the full transcript and caller context, and a callback fallback means no one waits on hold.
New features
AI-resolved common queries
Unified Contact CenterThe assistant answers routine questions from your knowledge base and live records, deflecting the calls that don't need a person.
Escalation with full context
Unified Contact CenterWhen the assistant hands off, the agent sees the transcript, the caller's identity, and the reason for escalation — no repeating.
Callback fallback
Unified Contact CenterInstead of holding, callers can request a callback that preserves their place in line.
Rule-based routing
Unified Contact CenterRoute calls to the right department by topic, hours, and holiday calendar with a visual rule builder.
Live monitor and analytics
AnalyticsSupervisors watch active calls in real time and review resolution, deflection, and handle-time trends.
Enhancements
Knowledge curation for the assistant
Knowledge BaseAdmins curate exactly which articles the assistant may answer from, with per-article review.
Before you upgrade
- •The Contact Center is available to institutions on the Engage plan. Contact your success manager to enable it.
- •Existing admin routes under /admin/contact-center now redirect to /contact-center.
Known issues
- •Warm transfer between two live agents is planned for a following release.