Is there a perfect Call Center solution Software?

[Transglobe]

I was browsing through some of the comments in this forum.... I am just starting up a small call center and am in deseprate need of some technology advice.

My company started a call center that primarily has an inbound function for customer service. The CSR deal with incoming calls in regards to appointments and then do a follow up call with the customers.

I have used a solution from STRATASOFT which was disasterous as they were not able to perform nor were they able to provide proper customer service-- either way, I am now without any software/hardware.

I need to be able to monitor my CSR, get statistics not only on real live data (ie, how many calls, and how long), but also need to be able to customze my software to my current SQL server to allow full integration. I need to be able to monitor closing ratios (ie appointments booked) as well as allow quality controlling and coaching (recording of messages and then coaching the agents with their mistakes). My CSR's are also responsible for e-mails, letters, and webchat.

As I am new to the industry as a whole, there is such a vast variety of hardware/software out there, that I am truely lost. Can anyone recommend their top 5 call center solutions that I can look into? My call center has 6-8 seats, and will likely double in the next 12-20 months. It will be a 24/7 operation as well as have a need to distinguish calls by qualification. Money aside, what is the best solution out there??? (I am in Ontario, Canada, if that makes a difference)

I would appreciate ANY replies as this is mission critical to my company and I am running out of time.

Thank you all

[Jasmin]

Have you tried your local telcos who may be able to provide you with hosted contact centre solutions? Given the small number of seats, you may be better off starting out with a hosted solution rather than one you need to build and maintain.

[beachbum]

We are also a new business Process outsourcing company here in the Philippines. We are using five9.com. It has all the major features you mentioned in your post. In addition, it has predictive dialing, remote call monitoring, skills based routing and built in crm.

You can output the session's data via http post to a url...that should take care of interfacing to your backend sql.

I am not in any way related to five9.com other than being one of their first clients here in our country.

[Steve Turton]

Hello:

We are located in Toronto, so maybe not too far away.

If you would interested in see our Virtual Call Centre set up, I would welcome that opportunity.

We provide a full suite of reports as you are requesting.

Our system is 100% Canadian Developed, and we have been running traffic through it since 1999.

We have customers receiving more than 500,000 calls per year.

Regards,

Steve

[junaid]

we are an upcoming call center ,in pakistan ,we have found five 9 good ,but the virtual call center by steve is also really good + its not that expensive ,as we are running business here in pakistan,we both can have a merge like thing which benefit you in different ,and will also can benefit us ,the major benefit would be the cheap labour in pakistan ,we can discuss all this in details if you wish to
thankyou