EMail response system

[dpzim]

All right, here is the deal. I am a Call Center Tech Analyst for a large ultility company. This ultility company is owned by a company that owns several large ultility companies. And in the next couple of years we are merging our 4 call centers into 2 call centers. I have been assigned the task of researching several systems we will be putting in place and Email response systems is one of them.

We will be migrating to a sole switch, either Rockwell (Concerto now or whatever they want to be called), which we currently use, Aspect or Avaya. So integration with these should not be a problem, they are the big boys in the industry. The catch is the company uses Lotus Notes/Domino (I know, yuk) but I cannot change their mind on this. I would like the system to auto route emails to available agents, tracking, reporting and monitoring.

The reason I post here is because as we know the vendors web sites, sales people and demos all say they same thing, basically that they are wonderful and have the best product. So I post here for people that have had good or bad actually truthful experiences with this scenerio. Any feedback would be greatly apprediated.

[pcollins]

The County of Simcoe (public sector) recently implemented a web-based CRM System that runs on Lotus Notes called Service. The system is not fully implemented as of yet however we are satisfied with it's performance to date. The provider is based in Canada and is called ClearFrame Solutions Inc., they also offer a knowledgebase application that is integrated with the Service application, which is an issue management system. Check out their website at www.clearframe.ca for more information, they have U.S. clients as well. If you have any further questions please feel free to email me at pcollins@county.simcoe.on.ca

Sincerely,

Polly Collins
Customer Service Manager