IP Office Call Center needs beyond CCC

[frank6154]

Hi All,

I have a customer that is looking to add call center functionality that seems to be beyond CCC. He wants to queue calls (with option to leave voicemail which said voicemail would be placed in the same queue), emails, web chat and web callbacks all in the same queue. Avaya suggested Zeecom. Anyone know anything about them or have other suggestions? Also, the CCC docs talk about the MultiMedia Module which looks like it can create separate queues for email, chat and callback but not all together. I cannot find any info on this MultiMedia Module on the Avaya sites. Does anyone know if it exists and where I can find info on it? Thanks!!!

 

[intrigrant]

The Multimedia Modules have been taken out by Avaya as it did not do the job very well if yu know what i mean.

Avaya announced a new product to be introduced in Q3 2008 which seems to be able to handle your regards and even more.
Until then or if you cannot wait you have to look to third party products like Zecom.

Do a Google search, or ask your question in the avaya community for users and ask for user experiences regarding third party software, here are mostly engineers and they have a "coloured" look in respect to technology.

NIHIL NOVI SUB SOLE

 

[aarenot]

Have customers who have replaced CCC with Zeacom, and have been very pleased. I would however as ususal never recomend any solution, product, or technology, but only the implementor of that solution, product, or technology.

Find someone who is experienced, has references from a similiar application, and with integrating their solution with your specific equipment(IPO). If you need help in that pop me an email same name as on here, AT My Special Network DO Try to COMe drop me an eamil.

 

[kflounders]

Look at the new call sweet offering, I think they may have what you are looking for.

 

[frank6154]

talked to the Avaya rep today and he confirmed that the MultiMedia Module got scrapped and that there is supposed to be a new CCC coming out late next year with the kind of functionality we are looking for. He also said it would me much easier to install. Would not commit to any kind of upgrade path for current CCC users but based on IP Office history I would think there would be somekind of upgrade path for less $ than scrapping the old CCC to get into the new...Thanks for all your input..

 

[IPOUK]

CIE is also going to be an option - if you know ACM. Quite a good all in one multimedia CC