Im about to start looking at phone solutions for the contact centre i am currently managing. We are using an NEC system at present and i personally have used CMS Supervisor in the past. Does anyone have any suggestions as to who i can approach before referring back to the present provider?
Looking at having a multi IVR system that can handle both inbound and outbound calls, has the ability to place a front-end message on the system in real time in case of call volume, impacting issues etc, has a virtual hold facility whereby the caller can leave a number if they are in a queue and we will call them back, has a full reporting facility and has multiple admin licences.
looking at 20+ people who will be call taking across a few departments and also the ability to transfer calls to certain extensions through to certain mobile numbers.
Thanks in advance