Avaya strenghts and weaknesses in contact centers with 100% recording
Hello again people
We have an interesting request from a financial company that needs an outbound contact center.
They want to record 100% of calls and as you may know VMpro will do that at best cost/benefit relationship
Comparing the multiples of CCC vs VMpro vs Softphone we got that VMpro is the most restrictive, so we are telling the client that the whole contact center has to be “sectioned” in parts of 40.
If they want more than 40 agents, they must have another IP Office, and so on.
They are some especial sub requests anyway.
One of them is the automatic dialing:
Who is making trustable automatic dialing software for the IP Office?
Anyway I found in CCC installation manual page 63 of 69
Proactive List Manager: The Proactive List Manager module facilitates the importing and assignment of
outbound calling lists to Proactive Campaigns. It provides the administrator with the ability to manage
outbound Proactive Campaign Lists. It furnishes the tools to create draft calling lists, attach them to
campaigns and run the campaigns.
Would that be enough?
Another one is the predefined questions the agent must ask to the customer, can they be dynamically driven (namely from a SQL server database) so that the agent can get the campaigns predefined questions and replies?
To the future:
This questions is posted in another threads, and still without explanation.
Would the TAPI provided with IPO (free or Pro) enough to develop an application by themselves in the case that the IPO application does not fit the needs?
Thanks for your help.
(July of 2009 )(after six months of sleep ZebrAYA is back)
[Always Close your threads for avoiding other people to entangle]
Hello again people
We have an interesting request from a financial company that needs an outbound contact center.
They want to record 100% of calls and as you may know VMpro will do that at best cost/benefit relationship
Comparing the multiples of CCC vs VMpro vs Softphone we got that VMpro is the most restrictive, so we are telling the client that the whole contact center has to be “sectioned” in parts of 40.
If they want more than 40 agents, they must have another IP Office, and so on.
They are some especial sub requests anyway.
One of them is the automatic dialing:
Who is making trustable automatic dialing software for the IP Office?
Anyway I found in CCC installation manual page 63 of 69
Proactive List Manager: The Proactive List Manager module facilitates the importing and assignment of
outbound calling lists to Proactive Campaigns. It provides the administrator with the ability to manage
outbound Proactive Campaign Lists. It furnishes the tools to create draft calling lists, attach them to
campaigns and run the campaigns.
Would that be enough?
Another one is the predefined questions the agent must ask to the customer, can they be dynamically driven (namely from a SQL server database) so that the agent can get the campaigns predefined questions and replies?
To the future:
This questions is posted in another threads, and still without explanation.
Would the TAPI provided with IPO (free or Pro) enough to develop an application by themselves in the case that the IPO application does not fit the needs?
Thanks for your help.
(July of 2009 )(after six months of sleep ZebrAYA is back)
[Always Close your threads for avoiding other people to entangle]
