One of our call centers has been researching various vendor solutions for it's Outbound Call Management (OCM) system that will integrate with Symposium.
At a high level this OCM system should integrate with the Nortel switch, Symposium routing and the NICE monitoring system. The system should provide a user-friendly GUI that presents the lead to an agent before initiating the call. The system should seamlessly route inbound and outbound calls to predetermined blended agents. It should also support predictive, progressive (power), preview as well as manual dialing. The preference would to purchase the dialing modes independently (e.g. purchase progressive now with the option to upgrade to predictive in the future).
So far, we've been discussing our requirements with the following vendors: Melita (Conversations Product), Magnetic North (Maximize Product), Stratasoft, Digisoft, and AMCAT.
Does anyone have any experience in working with any of these vendors or other vendors that we should discussing our needs with?
At a high level this OCM system should integrate with the Nortel switch, Symposium routing and the NICE monitoring system. The system should provide a user-friendly GUI that presents the lead to an agent before initiating the call. The system should seamlessly route inbound and outbound calls to predetermined blended agents. It should also support predictive, progressive (power), preview as well as manual dialing. The preference would to purchase the dialing modes independently (e.g. purchase progressive now with the option to upgrade to predictive in the future).
So far, we've been discussing our requirements with the following vendors: Melita (Conversations Product), Magnetic North (Maximize Product), Stratasoft, Digisoft, and AMCAT.
Does anyone have any experience in working with any of these vendors or other vendors that we should discussing our needs with?
