call recording, screen capture

[202586]

We have a customer with IP0 500 v2, they want the following features to be added.

• IVR
• Voice and screen recording
• Real time monitoring
• Call evaluation
• History of the customer if called in the past
• Job sheets for service or complaint related calls
• Manual dialing
• Automatic dialing (telesales or marketing)
• Reporting .

i would like to know what are softwares/solutions that we can offer for this requirement.

IVR can be done using Voicemail Pro.
Call recording is supported by IPO, but what about screen capture, how can i do this?
Call evaluation??
Customers history using CLI how can i do this ??
Automatic dialing??
Reporting can be done by CCR.

Please help.

 

[mattKnight]

>Voice and screen recording

This is possible, but you will have to investigate other recording systems. Depending on budget, I'd look at Verint or Nice, but maybe Chronicall have a screen recording module. It is worth shopping around!

>Real time monitoring

This could be as simple as the call listen feature which I am sure you know is built in, but if they are looking for a statistical sampling method, you'd do better adding this to the recoding system feature list. make sure you specify that it is live monitoring

>Call evaluation
This is coupled with the RTM - and I'd look to the recording system for this.

All the other bits are basic CRM features.

Your customer does have deep pockets, don't they? Or have they just dreamed up a wish list that their phone system must do?


Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[kholladay]

You can look at Zeacom (

http://www.zeacom.com)

as I believe they can do most of this. But as Matt said, these are all very costly items. Be prepared to spend several times the cost of the IP Office itself.

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[202586]

Thanks for the replies...i will try to get more details about the software offered by devconnect partners.

By the way has any one managed to develop a application which can connect to the ip office using the Agent login ID.

I need a software from which a gent can login to ip office and when a receives a call the details of the caller should be displayed on the screen. The software should take a caller id of the caller check in the customer database and display the previous call history and callers details on the screen.
I there any application similar to this available on the market?

 

[tlpeter]

Have a look at Estos

http://www.estos.com

BAZINGA!

I'm not insane, my mother had me tested!

 

[202586]

Which is the best CRM solution for ip office?

 

[tlpeter]

In what way do you mean this question?
What do you want to achieve?
Estos can do database integration and it can do click to dial.
It can even mute your music that is played on your PC.


BAZINGA!

I'm not insane, my mother had me tested!

 

[202586]

Dear tlpeter,
What i want is a software using which i can login to ip office as an agent. Using same login the agent will be logged in the phone also. Also we have an voicemail pro IVR system which will transfer the calls to the agents. When a recieves a call he should get the caller ID of the caller and some other details like his name, category etc etc ...these details are in the customer database and i retrieve it using the caller ID of the caller.
i have done this on Nortel MPS and BCM 400 450....

On BCM i did like this when i recive a call on the IVR, i will get his caller ID, based on this caller id i will check in the database and get all required info about this caller provided his mobile number/landline number is already in the Database. I store all this data in data cards inside the IVR application. I attach and send this data along with the call to the agent who answers the call.

For the agents i have developed a custom application in VB which will register with the BCM using DN number. So the agent will be logged on the softphone using his login details also he logs in to my application using the DN number.

When he receives a call he will get all the data related to that caller, which we stored in the datacards in the IVR application.
IVR application is developed using periproduceer.
periq and sqlclnt is used over DSN to connect to customer database(gen.cfg hols the databse login name and passwords).
Agent CTI application developed using VB.

I want to do this on ip office... that's all what i want?

can i attach and send data from the voicemail pro IVR to a CTI application???
Please help.

 

[tlpeter]

Estos can do a lookup in a database so yes it can do that.
I am not sure if it can login your phone but i suggest to check the website.
Estos can do a lot.


BAZINGA!

I'm not insane, my mother had me tested!

 

[202586]

what about ataching data in the voicemail pro IVR application? say i got the caller id based on that i retrived some data from Db and stored in system variables, i want sent this data to a CTI application where an agent is logged in . can i do this ????