Whats the best ACD system

[Mark Ake]

We're looking for an ACD as well as a call accounting system.
This is what we have so far. What else should we be looking for? And, can you recommend anything?

We are a small inbound/outbound call center in Western Washington. If possible, we'd like to visit any local centers to see whats available,

1. Selected system should support up to 250 agents and 5+ hunt groups
2. System should support inter-flow between 2 call centers
3. System should be capable of Intra-Day monitoring of service level (by Supervisors, Leads, or Senior Payment Coordinators)
4. System should support call quality monitoring
5. System should provide call management reporting - summary and drill down:

Inbound call count by hunt group
Inbound call count by agent
Outbound call count by hunt group
Outbound call count by agent
Call length by agent
Average call length by hunt group
Abandon rate
Length of time before abandon
Average wait before abandon
Longest wait before abandon
Average Speed of Answer or ASA
Agent status - make busy/after-call work/accepting calls
Summary reports in all categories

Any help is greatly appreciated

Thank you,
Mark
mark_ake_2003@yahoo.com

[Terrence]

I have worked with a couple of ACD systems, some low end types, but currently I am using High Path Pro (Siebel). Personally I prefer the Lucent systems. The G3 system makes reporting a piece of cake for all levels of supervision and management. It is expensive, particularly if you get all the bells and whistles, but you can't beat the functionality. Just one man's opinion.

[mdbabb]

One woman's opionion after working with Genesys, Nortel, and Avaya call center technology is that the Avaya platform (formerly Lucent) does provide all of the functionality you are looking for, plus the additional of reporting on agent occupancy.

Avaya IS expensive, and like all vendors, really can get you on the professional services piece, but it really is the best of breed.

It is also an extremely stable platform, with 5 9s of reliability (the only failure we've experienced was due to environmental issues - not hardware issues).

We utilize the Advocate program with BSR (best service routing) for use in routing calls between two centers virtually as well as invoking reserve agents when needed.

Again, just my thoughts.

[guzelme]

What equipment (PABX) is best for a Bilingual Call Center?

Carla Dawson
Logistical Support
Cdawson@apexamerica.com

[Alan Clayton]

Mark

Depends on your definition of best. I would love to talk with you about that as I also have a client of a client who is seeking to sell a 2 year old Lucent switch...

Regards

[Alan Clayton]

I have also seen some ASP switch models that work extremely well in some cases... and for a very affordable price

[guzelme]

The company I work for is a start-up in Cordoba, Argentina who is looking to have off-shore customers (USA). We are starting with 30 call center representatives (bilingual). I am interested to hear about your switches.

[Alan Clayton]

Please call or email me for details.

Regards

[FastEddie]

Avaya version 10 is hands down the best call management system on the market. It gives you the ability to track multiple locations. When you are relying on hard data you cannot afford to cut corners.