Need Advise Setting up System for Call Center

[pguijarro]

We are currently running a hosted Call center for inbound and outbound
with 130 agents , our business is mostly inbound customer support calls
with maybe 40 agents setup for outbound (Accounts Receivables)
I would like to try a different solution , but I'm having trouble finding a good source of information for Call Center Vendors,
I would like to find an in house solution so we can route inbound calls
by skill sets, monitor calls, record all calls, reporting like stats, production reports the system must also be able to do outbound calls not too aggressive dialer. Any help would be appreciated if more details are needed just let me know.
I must add we don't own a call manager or PBX system we use some
voip phones most of the lines are centrex lines , currently working on converting the entire company to voip.

Thanks.

[CC_S1]

Hello, I deal with call centers on a daily basis. Consulting on most effective means of communication etc.

There are a plethora of options for the features that you are looking for such as intelligent routing by skill sets, call recording and quality management, dialers and IVR's. If you would like to email me I can send you some very detailed information that weighs out the pro's and con's of different systems and applications. My email is caseyjones@source1inc.com.

Good Luck.

[dpzim]

I am not sure you will find one package that does it all. I do not know of any ACD / Dialer vendor that also records calls. You may have to go with 2 different vendors for that. There are a lot of various vendors that offer both the inbound and outbound ability. I just installed Concerto (now Aspect, used to be Rockwell) in my facility. It is pricy but a good product. But there are still several others out that will suit your needs and budget.

[asharma_drishti]

Originally Posted by pguijarro

We are currently running a hosted Call center for inbound and outbound
with 130 agents , our business is mostly inbound customer support calls
with maybe 40 agents setup for outbound (Accounts Receivables)
I would like to try a different solution , but I'm having trouble finding a good source of information for Call Center Vendors,
I would like to find an in house solution so we can route inbound calls
by skill sets, monitor calls, record all calls, reporting like stats, production reports the system must also be able to do outbound calls not too aggressive dialer. Any help would be appreciated if more details are needed just let me know.
I must add we don't own a call manager or PBX system we use some
voip phones most of the lines are centrex lines , currently working on converting the entire company to voip.

Thanks.

Well there are various Solution vendors in the market.

For more than 500 seats you can go in for a solution from Avaya, genesys or Cisco.
For 10-500 you could go for DACX(Drishti Advanced Communication Exchange), Concerto, Five9, ViciDial etc. Most of them have very advanced features as per your requirements.

[dialforme]

Originally Posted by pguijarro

We are currently running a hosted Call center for inbound and outbound
with 130 agents , our business is mostly inbound customer support calls
with maybe 40 agents setup for outbound (Accounts Receivables)
I would like to try a different solution , but I'm having trouble finding a good source of information for Call Center Vendors,
I would like to find an in house solution so we can route inbound calls
by skill sets, monitor calls, record all calls, reporting like stats, production reports the system must also be able to do outbound calls not too aggressive dialer. Any help would be appreciated if more details are needed just let me know.
I must add we don't own a call manager or PBX system we use some
voip phones most of the lines are centrex lines , currently working on converting the entire company to voip.

Thanks.

Hi,
This is nice that you are upgrading your center. there are many predictive dialers available in the market , that I beleive will suit your need. if its mainly for inbound calling you want to concentrate on you can definitely go for AVAYA( it is the best).But the problem with avaya is it is abit expensive. you can also check the prices of concerto , parsec, stratasoft id that fits your budget. feel free to ask for further assistance

[cebuguy]

Originally Posted by pguijarro

We are currently running a hosted Call center for inbound and outbound
with 130 agents , our business is mostly inbound customer support calls
with maybe 40 agents setup for outbound (Accounts Receivables)
I would like to try a different solution , but I'm having trouble finding a good source of information for Call Center Vendors,
I would like to find an in house solution so we can route inbound calls
by skill sets, monitor calls, record all calls, reporting like stats, production reports the system must also be able to do outbound calls not too aggressive dialer. Any help would be appreciated if more details are needed just let me know.
I must add we don't own a call manager or PBX system we use some
voip phones most of the lines are centrex lines , currently working on converting the entire company to voip.

Thanks.

Hi,

Alternatively, you may also use Asterisk variants like trixbox if you concentrate on inbound calls and that will get your facility up and running in less than an hour. Trixbox has all the PBX capabilities that you may be looking for (SIP trunking, PBX, time conditions, call recording), and depending on how you setup your infrastructure, this can easily scale. The G.729 codec is also supported and appeared to be stable when deployed with Asterisk.

For a more complicated Asterisk based call center suite, you may want to evaluate vicidial. This provides predictive dialing capabilities with all the necessary FTC restrictions and regulations in mind (e.g. DNCs, safe harbor, local time dialing and even the telemarketing-prohibited holidays).

Hope this helps.