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 » Technology
predictive dialling capabilities (CHECK)
inbound call/queue/team/skills management (CHECK)
IVR (CHECK)
SQL-based database (CHECK)
integrated solution (CHECK)
less than £40k (CHECK)
It is called Asterisk (Vicidial/Vicibox) and it is free. You can also throw in AMD, unattended voice broadcasting, Recording, CRM, Timeclock, Remote agents, multicampaign, MoH including internet radio or a wired audio feed, fully blended campaigns, fronter-closer arrangements, Client popups on inbound call, seamless clustering, cloud capable, callcentre displays, etc etc.
Seriously, I've yet to find anything it cannot be made to deal with including interfacing with multichannel CRM, automated ticket tracking and customer payment gateways.
I'm an asterisk evangelist though : )
-TheITGuy
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