Call Center CRM's?

[RickA]

We are a small, 20-seat call center in western Canada in the oil, gas and home heating industry; currently our firm is in the early discovery stages of evaluating various CRM tools.

Bearing in mind the size of our operation, has anyone had experience evaluating potential CRM's for use by their call center front line staff? The goal obviously is to (ideally) acquire a single end to end solution which our CSR's, Sales and Accounting staff respectively can all tie into.

In another life I used Pivotal Relationship and found it to be very good for the purpose stated here, however that was in the context of a 300-seat Fortune 500 IT environment. I suspect an application that robust may not be applicable to our present circumstances.

Thanks in advance for any suggestions.

[syamnt]

Hi Rick

For small callcenter which is less than 25-50 seater- the best CRM's will be

Contact Pro or Appropose.

Contact Pro - can also be used as soft switch along with case Phone/Mail/Chat/Web based call logiing mechanisms. This is from a well known company Concerto.

Coming to Appropose - If u have a switch aslready, then this will be the best to use with Phone/email/chat & web based case logging mechanisms.

Both front ends will have single interface to all touch points. PLease let me know your details through mail. I will be able to help you certainly.