I am a newly appointed Customer Svc Mgr in a start-up company responsible for establishing and implementing a new call center. Does any have any suggestions for some fantastic call center software that includes such features as: an interactive knowledge database, commenting/history-taking abilities on client accounts and an email messaging component so that client history can be quickly emailed to appropriate parties? Any suggestions or assistance would be greatly appreciated.
Dear Josephine, I just read your question and have been involved in two start-up call centers. They each now employ over 300 people. I personally have found a great system used in each call center or contact center. If what you are looking for is user-friendly software,than this is it. This software does everything.It is a windows based system and made by Lucent Tech. It is call the CentreVu system. It is made for 2 employees up to thousands.At a glance it can tell you everything since it directly linked to your phone systems. It can make any type of reports, be e-mailed to anyone. I am not sure of the cost since it varies depending on the system needed. Try out their website for more info or type in CentreVu.If you need more info contact me at Griffithgk@aol.com. It is great to have aforum to discusss these things.
Another excellent call center application is Interactive Intelligence. We provide these solutions in conjuction to Cisco IP Telephony solution called AVVID. These software based solutions provide the convergence of voice , video, and data on one IP network. You can reach me at email@example.com