Call Center Management
Avaya CMS, ACD, Automatic Call Distribution, Verint
The Call Management System interfaces with the telephone system to collect call traffic and performance data
Consulting and Support
Services that are consultative in nature in contrast to the other categories which tend to be technology-based. These services may be a combination of customer-facing and non-customer-facing services. Includes IT training, consulting/advisory services, business continuity/disaster recovery, enterprise architecture, portfolio/project management, and ITSM.
Project Management
Emory's Office of Information Technology (OIT) Project Management Office (PMO) is here to deliver value to the Emory Enterprise by enabling our faculty, staff, and students to deliver project outcome
Business Analyst Services
The Business Analyst team within Emory's Office of Information Technology (OIT) provides a range of services that support the implementation of new IT solutions, products, services, and research endeavors.
IT Service Management
People, processes, and tools that enable service management
ServiceNow
Emory IT strives for excellence in technology and customer service. To best accomplish this, Emory IT professionals use an IT Service Management (ITSM) system, ServiceNow, which automates the request and response process for them and their customers – the Emory community.