Hello all,
We are a small business providing technical support to about 5000 users. Our call center has five FTEs. Currently we use Contactual (formerly White Pajama) to handle the routing of incoming calls, emails, chat requests, etc.
We love the features of Contactual, but the reliability is simply terrible. They use Voip, and often times calls will simply fade out, or when we first pick up the line, we can't hear the customer for the first 15 - 30 seconds. Other times, it is down altogether and they have no provision for this (i.e. re-routing calls).
It's becoming such a problem that we need to consider alternatives. One is Echopass, but I'm new to this area.
Any recommendations or experience that can be offered in this area is greatly appreciated. Even low-end in-house solutions as opposed to hosted.
We are a small business providing technical support to about 5000 users. Our call center has five FTEs. Currently we use Contactual (formerly White Pajama) to handle the routing of incoming calls, emails, chat requests, etc.
We love the features of Contactual, but the reliability is simply terrible. They use Voip, and often times calls will simply fade out, or when we first pick up the line, we can't hear the customer for the first 15 - 30 seconds. Other times, it is down altogether and they have no provision for this (i.e. re-routing calls).
It's becoming such a problem that we need to consider alternatives. One is Echopass, but I'm new to this area.
Any recommendations or experience that can be offered in this area is greatly appreciated. Even low-end in-house solutions as opposed to hosted.
