Call Center Enhancements 2

[mt6322]

Our call center manager wants to enhance the capabilities of the the call center and would like to add to our current system, Meridian Option 61C with Succession 3.0 software and Symposium CCS 5.0, Symposium Web Client, the following requirements.

1. A system/product that shall prompt callers for their customer number and capture it.
2. A system that will query our business system server to identify the customer and locate customer records based on that customer number.
3. A system that is capable of automatically inputting the customer number into a contact tracking database.
4. A system that will record every inbound call to the call center.
5. A system thatwill permit supervisors to retrieve and listen to these recorded calls.
6. A system that will permit the transfer of calls to other digital media.
7. A system that will permit agents to log into the system from any location.
8 A system that will permit agents to answer calls from any location.
9. A system that will support reporting on all data collected by the system.
10 A system that will capture and display caller ID information regardless of call transfers.

Please recomment a system, a product or an application that will be compatible with our current phone system that can do one or more of the above requirements.

Thank you in advance for your advise.

 

[jamie2]

You are not going to find one system to do all, but most of your wants can be accomplished by an IVR, which we used Periphonics, now owned by Nortel.

To record calls, you could look at Telestrat's CallParrot Business Recording device.

To answer calls from any location? Within the callcenter or external? You may want to look at a VOIP option or remote office option from the PBX.

Hope this helps.

 

[rfwhite]

Our system covers pretty much what you outlined. (Succession 3, Symposium 5.0, HDX, Telstrat IDVR, custom UNIX database applications).

If you add one of Nortel's voice applications for the prompts, TALC cards and Call Parrot servers will handle the recording items, and you can make use of HDX for your database requirements.

 

[jamie2]

Our setup was exactly like rfwhites except we used the Periphonics upfront and screen popped to agents. Worked good, but then management forced us to move to Genesys... Which I wouldn't recommend.

 

[mt6322]

Appreciate all your help.

Are all the options you have mentioned available through any of the Nortel's partners?

Or, what companies/partners market or sell these products in the Washington DC are ?

Thanks for the info.