Shedders101
IS-IT--Management
Hi,
Hopefully I'm ok posting this in both Avaya and Mitel forums, if not I'll delete one!
We are moving office later this year and this will necessitate moving to a new phone system (our current one is obsolete anyway!)
We have 40+ staff but 80% of calls are outbound telesales. We need call recording, logging as part of the package.
We are being offered a number of hybrid ISDN30/IP systems. I'm just wondering if anyone has input on any of these 4 - any we should avoid etc!
Mitel 5000 vs Samsung 7200 vs IPECS vs Avaya
Quality of the call is very important to us as telesales is our primary method of generating new business. We may want to employ a dialler at some stage, probably not from the off though. We buy lists of contacts (small businesses mainly - we are BTB) in CSV format and currently the consultants manually dial them, after they research them. We need the facility to record telesales calls and for consultants to be able to pause the recording if financial details are being passed (for PCI compliance). On-screen click-to-call would be useful. The ability for telesales people to see their own (and only their own) current call stats is desirable. Some kind of dashboard facility we can use in the sales room would be good, but not essential. The ability for telesales managers to see the current status of their team (on a call, unavailable etc) would be good, as would the ability for them to ad hoc listen in to a sales conversation in-progress and even 'whisper' guidance only to the telesales person (inaudible to the person on the other end).
Other than that, just the normal features you'd expect like some kind of voicemail system, ability to direct DDIs at groups of extensions (ringing groups), auto-attendant with time of day controls etc.
Hopefully I'm ok posting this in both Avaya and Mitel forums, if not I'll delete one!
We are moving office later this year and this will necessitate moving to a new phone system (our current one is obsolete anyway!)
We have 40+ staff but 80% of calls are outbound telesales. We need call recording, logging as part of the package.
We are being offered a number of hybrid ISDN30/IP systems. I'm just wondering if anyone has input on any of these 4 - any we should avoid etc!
Mitel 5000 vs Samsung 7200 vs IPECS vs Avaya
Quality of the call is very important to us as telesales is our primary method of generating new business. We may want to employ a dialler at some stage, probably not from the off though. We buy lists of contacts (small businesses mainly - we are BTB) in CSV format and currently the consultants manually dial them, after they research them. We need the facility to record telesales calls and for consultants to be able to pause the recording if financial details are being passed (for PCI compliance). On-screen click-to-call would be useful. The ability for telesales people to see their own (and only their own) current call stats is desirable. Some kind of dashboard facility we can use in the sales room would be good, but not essential. The ability for telesales managers to see the current status of their team (on a call, unavailable etc) would be good, as would the ability for them to ad hoc listen in to a sales conversation in-progress and even 'whisper' guidance only to the telesales person (inaudible to the person on the other end).
Other than that, just the normal features you'd expect like some kind of voicemail system, ability to direct DDIs at groups of extensions (ringing groups), auto-attendant with time of day controls etc.
