Help with call routing hardware/software

[anndallas]

I have just been hired to develop the support/service function for a new software company. I have managed support teams in the past, but never had to buy the equipment, etc. Haven't decided between outsourcing vs. internal support, but before I can make that decision I need to understand the costs involved in doing it ourselves. So first, I need to figure out what kind of hardware and software I need for call routing. If we have 5 people taking calls at one time, what kind of hardware do I need? I know I need an ACD, but I have no idea how much they cost and what other hardware & services I need, and how to go about buying them. What is my first step - talking to our phone service provider? We of course, have no budget so I can't hire a consultant (that's what they hired me for:) ) to help me out.

I'm only talking about handling incoming phone calls - not all the other things I need like call tracking, kbases, etc.

Any help is appreciated.

[caneuman]

I have done call center consulting in the past, and have had to deal with ACD technology. Feel free to email me and I will be happy to give you further info, and point you in the right direction based upon your needs.

[Timothy G. Moore]

One of the most significant changes in the industry in the last five years has been the arrival of cost-effective ASP model ACDs, IVRs, and CRMs. For a center as few as five agents, the traditional "hardware in the closet" solution is no longer the best way to go in my opinion. Typically the ASP (some people refer to them as "hosted" or "networked") approach generally makes use of the internet for administration and the PSTN for actual delivery of calls. Your organization in effect shares a large, full function, switch with other organizations. However, all your unique needs are met because these ASPs allow you to customize your IVR scripts and skill groups. Feel free to either call or e-mail me directly.

[kckuba]

for a small environment - you are probably looking at at least $30k in ACD/PBX hardware if you are going to manage it in house plus 10% annual maintenance, install charges, and telco charges for inbound 8xx and circuits. check out some of your local PBX resellers in your area to get them to give you a quote. if you want to outsource it to a hosted model it will be around $1-$2k/month or so for 5 agents but you will get more features that usually come with higher end ACD's. You should pick up a copy of "The Call Center Handbook 4 Ed: The Complete Guide to Starting, Running, and Improving Your Customer Contact Center by Keith Dawson". It is a good resource. for more info on outsourcing do a google search on
"hosted call centers" or "virtual ACD"

[gkern]

It sounds like you already have some good responses with regard to getting started with you internal cost. We would certainly be interested in responding with the outsourcing cost. It is a fairly simple process. Give me a call if I can be of help.

Greg Kern
CallTech Communications
512-261-0409

[narci]

Originally posted by caneuman
I have done call center consulting in the past, and have had to deal with ACD technology. Feel free to email me and I will be happy to give you further info, and point you in the right direction based upon your needs.

Can you please explain to me how an ACD works?

[kckuba]

do a search on google for "ACD definition" if you really are serious about understanding ACD's.