I am looking for software you have already developed that can be modified for our needs, as needed.
We have a Virtual Call Center but are unhappy with our current system. Our primary focus is Outbound calling but do some Inbound calling, as well. Our agents all work from home mostly from Canada and the USA. However, we do have some overseas callers. Our Outbound calling is primarily to USA and Canada. Although sometimes we do International calling too.
What I would like to have is this:
To use an SIP phone based system, that is not going to have trouble with Firewalls, etc and/or the ability for my callers to use their home phones for making the calls - maybe even using a system call back service. Need the calls to be recorded to a site where we can download the files, preferably able to sort these by caller name, campaign name and date. As well, ability to download these recorded files BOTH one by one or by a group. The system needs to have an autodial function for outbound calling, which we would be able to set the line ratio - example 4 lines to 1 - Thus maximizing calls per hour. Scaleable from as little as 5 agents up to 50 agents. Not interested in per seat costs and ABSOLUTELY NO VICIDIAL!!!!!! We would like the ability to listen in on a live conversation and maybe even "whisper" to the reps while on the line to help them out. We like the ability to do a Live Call Transfer not just on an Inbound Call, but also if we make an Outbound call. If we make an Outbound Call, we should be able to transfer the call to another outside caller. It would be better, if we could hand off the transfer vs a blind transfer.
We need to set up customized reports - example: a Call Report - showing the attempt number and results, a summary of amount calls, and what happened, a Rep breakdown report and a Lead report showing appointments and leads made etc. When doing an outbound call or receiving an inbound call, a "phone script" would pop up for the agent to use, with areas to answer questions, we could input into each campaign. The lead and call reports would need to contain this information.
Need the ability to upload AND pull off databases that we have uploaded for campaigns (updated), as well as the ability to edit things ( appts , databases, dispositons etc) from the managers area. Need some ability to set up appointments with an online calendar, like yahoo or google.
We would like to use the system to use the dialer for manual dialing as well, without the autodialer, as needed. It would be important that these calls are STILL Recorded.
Would be nice to have ability to message callers via some sort of internal IM on the system, both individually and as a group. Would like to be able to set up email templates to email on our client's behalves.
As you see with the requirements above, there needs to be a Managers/Administrators area which can do all and Rep areas to log into to simply do the work.
We are open to using your long distance if A) call quality is good and B) costs are reasonable....However, we have a couple of Long Distance providers that could be utilized. Those rates are $0.015 per minute and have quality. It's important there are no restrictions on the number of concurrent calls we can make at a time. Preference would go to something like 10,000 unlimited minutes, then X after. For this hosted solution, we need a break down of initial and monthly costs.
I would also like a separate quote on adding a Fax component. The faxes could be received by the agents and ability for the agents to send faxes as need over the system.
We also need to know what time frame this would take to do this job? Any other things I need to be aware of?
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