We have a 25-seat call centre which is currently based on PABV(Avaya)/Callmedia/Storacall technology. We have found this setup to be quite high maintenance, with poor integration between some of the components. This is a particular problem for us as we are a small company with no specialist expertise in telecomms and CTI solutions.
I was wondering if there were any better, lower-maintenance, VOIP-based solutions which we could consider?
We would need predictive dialling capabilities as well as inbound call/queue/team/skills management, IVR, and ideally a SQL-based database as we supply outbound call data from a number of different SQL sources.
Can anyone recommend any good integrated solutions which are relatively low cost (i.e. less than £40k)?
Pointers to integrated VOIP-based solutions?
Call Centre Helper Forum » Call Centre Management
(3 posts)
Posted 1 year ago
I would say for the budget and expertise you have in-house you should probably consider a preview dialer. You could then switch the Call Media off and upgrade the Avaya solution to the latest level with a basic dialler. With any budget left over you could spend it on training to administer the Avaya solution.
Jason
Posted 1 year ago
I have used a company called Sipcom in the passed, good guys with honest advice.
Try Neil Cooling if you have a linked-in account then your be able to find him on there.
There web site is http://www.sipcom.co.uk, they can handle both voice and data and have a number of clients using them.
Hope that helps
Posted 1 year ago
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