I have to plan for a small inbound call center.
Call Center will have around 50 Agents to serve 10 different categories.
My requirement is whenever a customer calls it should hit IVR, should be asked for Customer ID, ID should be authenticated from some source and after authentication call should be transferred to the particular category and at the same time Agent’s Desktop should be popped up with the customer information.
Require help for what all equipments will be reqd.? what IVR, CTI,ACD & PBX economical options do I have? And finally how technically is that done.