Chris:
Exactly what Jeff is saying is why I suggested a Virtual Call Centre first..... no capital investment. It operates exactly the same way as an on prem CC with ACD/IVR components. And then after you start to understand your needs better, you can look at other options (if you even need to do that). By using the VCC you give yourself time to get what you really need, no need to rush into something too big as Jeff is suggesting.... and if you invest too small, you might not be able to expand economically.
With the VCC you can start with 2 agents and build as need be...and you can start off without a main office..... working from Home Offices.
Just not sure where you can find someone with a VCC offering in Germany? And I'm still not convinced that I would want to put all my eggs in the VoIP basket.
Steve@telax.com