Need ideas for call center system

[Jeff B3]

I will be taking over management for a helpdesk staff of 6. Currently, we have one person handling all incoming calls for a company of over 1100! I need to implement a solution that will enable busy/no answer calls to roll over to a second set of phones and then eventually roll over to my own extension. Any ideas?

Jeff B3

[John Barrios]

Check with your company, talk with the group that does phone installation and see if they can program your phone system. Usually the system has a lot of special capabilities.
John Barrios
Help Desk Manager Anacomp

[johhil01]

Jeff,

You may want to investigate an ASP Call Center solution. An ASP solution will prevent heavy maintenance on the solution, will require "0" in upfront capital, and save you many weeks of deployment time. Please give me a call or email me if you would like to discuss your options with an ASP. My company, White Pajama, handles total integration of telephony, email, chat, co-browse and self service. There are many other "point" solutions from other companies which provide ASP solutions for individual channels if you do not need to have total integration of all your contact channels. White Pajama does provide ACD, IVR and CTI functionalities with our telephony solution, without the need to purchase or lease expensive hardware.

Jack Hill
White Pajama
(Toll Free) 877-725-2621 x.2524
Hayward, CA
jackh@whitepj.com