sundance-communications.com/forum Forums General General Telephone & Systems Information Phone system recommendations for small call center

Hello,

I'm looking for recommendations on systems to consider for replacing our current Toshiba CIX40 with Strata Voicemail. We have it jerry rigged to emulate an ACD for our small inbound call center but I'm getting the sense that we're nearing the limits of what it can handle jerry rigged as such.

We are about 90% inbound call center, 10% outbound calling and so no real internal calling among departments or need for DID. We have 6 employees with 2 or 3 on duty at any one time. We answer calls off location frequently, so IP telephones are important. We have customers on hold a lot, so having them hear information about our service and be given some options for self service is important. I've heard it's expensive but it would be cool to have the thing where callers hear "You are number 4 in line for service and your estimated hold time is 8 minutes" or whatever. We have two SIP trunks and 3 POTS lines currently, and might need to go up a few more lines eventually. We could possibly switch over to all SIP if needed, but right now the POTS lines do give me a bit more confidence.

I like the idea of a system that plays well on the internet. My background is in computer programming and I have ideas about a system that would reach out to our web server and get customer information or provide caller information that could be used in apps that help our agents or allow self service.


Thanks for any thoughts,
Dave

Nearly every brand available today has equipment that would meet your needs. You should devote a great deal of time and consideration not so much on a brand name or features as on the skill and reputation of your installing vendor. Ask around, do your homework. In the long run, you'll be much happier with equipment that doesn't sparkle quite as much as the absolute newest thing, but was installed by a knowledgable and skilled installer, working for a reputable company that has your back when you need it. You WILL need it...

Funny you mention that. Our Toshiba guy has been relatively elusive. I think he has bigger fish to fry than us most of the time. That's part of the reason I was considering a different system if we need to upgrade anyhow. I just thought there might be certain brands or setups that are geared towards inbound call centers, or that have particularly friendly/robust interfaces for computer programmers.

Call you local ESI dealer and have him demo the IP900 or a Comm Server. ACD (especially built for call centers) is built into the ESI and is not an option at extra cost as with many others. You can also administer the system via Administrator's desktop from your computer. Both systems support IP remote phones as well as twinning, email voice mail and instant call recording.

Rcaman

Wonder what an old unix-era (68K) Aspect would go for these days? Those things were the Cadillac of ACDs twenty years ago...

Look at the NEC SV8100 ACD with an inmail. The VRS is built into it and will get you place in que AND the ACD reporting software is a must have for a call center. Very sophisticated ACD for the cost. BUT with anything vendor is key and about anything will work with so few people.