Call Center application at HOA office

[desertinn]

A new customer of mine at an midsize HOA office who has an older BCM 50 wants to install a Call Center application on their BCM so when homeowners call in and all the agents are busy they will be put into a hold queue and advised of their approximate wait time.

They may also want to use this application for some of their other departments as well.

What would you suggest?

 

[BombOne]

Intelligent Contact Center, or ICC is what the keycode shows it as. I use it on a bcm 50 2.0, it works good.

 

[desertinn]

I found this link to YouTube that show what this product does:

http://www.youtube.com/watch?v=DSXxXfSuQRM

Is this the product you are using? It is pretty robust. What does something like this cost? Can it be used on any of the other Notle systems i.e. CICS, MICS?

 

[BombOne]

that looks like it, I dont use multi media with the web access so I cant tell you about it. Last time I bought it was in 2007, I just pulled up my PO for it, I payed about $2600, that was for 4 skillsets, and 4 agents, it is a small office with 4 different roles. $1160 of that cost was for the reporting app, you need that to run reports and make wallboards work if you want them.

 

[desertinn]

Thanks. WIll this work on MICS or CICS with either CP or NAM?

 

[BombOne]

the same is available if you have callpilot for MICS or CICS, dont know about NAM, I think you need the old acd like symphony or something like that. No idea on cost for MICS or CICS