Call-Center-Software

[Chr1s]

Hi all,

I'm executive assistant in market research and need to make a software-overview for our CEO. It has to be focused on prevalent software-solutions for Call-Center-Services (like Help-Desks, Infolines/Hotlines/Servicelines, Adressmannagement, After-Sales-Service, Marketing-Support, Tickethotlines.)
I'm also interested in Software used for E-Call-Center-Services (like Call-me-back-buttons, Web-Collaboration).

Can anyone give ma a hint where to look for such software or which companies offer good solutions for those services?

I'd also be very thankful for you telling me your experiences with your Call-Center-Software.

Many Thanks!

Chr1s

[jeffchow]

You should look at two kind of solution, CRM and CTI.
For CRM:
1. Goldmine & HEAT (www.frontrange.com)
2. Maximizer (www.maximizer.com)

For CTI:
1. Genesys Customer Interaction Suite (www.genesyslab.com)
2. Avaya Interaction Centre (www.avaya.com)
3. Apropos (www.apropos.com)

[Chr1s]

Hi Jeff,

thank you for your reply.

As I'm new to the whole CC-Software topic: Can you recommend a certain solution? And can you please tell me why you would recommend this very Software?

Thanks a lot!

Chris

[vima]

We are selling softwares for telemarketing and help desk applications.

[ADnashville]

Hey Chr1s;

I've been [and my company CEO too] impressed by a vendor called NetLert, www.netlert.com that has two call center solutions. The main one we're using is their ACD analytical and reporting product that provides both real-time and historical data reporting. This tool has saved me about 3-4 hours of time consuming manual processes of gathering and sorting through reports from our Avaya Definity. But other reasons for using this tool include its amazing ease of use and low cost of ownership.

I know they have another product called N-Contact, but I've not looked to much in detail. Apparently it is a online support solution, providing help desk, etc. functions.

There support is second to none--I've been in the call center business 20+ years, and these guys respond time is amazing.

Hope this helps you--let me know if it does.

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