Cloud Contact Centre Solutions

[minestrone]

I've been tasked with purchasing one of these for a small call centre and I'm starting from a position of not knowing a thing about them whilst observing that they are about 5 billion on the market.

I've looked at a couple of market leaders who seem to want about £140 per user per month which ain't happening. Also 2 years minimum contract which isn't happening as well.

Really all I need is a routing strategy, call recording ( with the option of migrating the files to the S3 ), some kind of CRM hook where they can see a link to our CRM system when the call start and the ability to remote work.

[DimPrawn]

Many years ago I wrote one from scratch. The call centre phone system had an API to monitor calls, control routing, record conversations etc. It was easier to write the software than tailor some off the shelf system and with no licencing costs.

[minestrone]

Been working all night and I've got a prototype running...

[Mag]

Tbh, call recording & CRM integration are usually classed as premium features in telephony.

Gamma Horizon do a hosted telephony platform, but not sure of pricing but could be worth a look?

Mitel will definitely do what you want, but I would expect these to be more expensive.

[minestrone]

Think I'm moving towards zendesk talk.

The first mob had an absolute fanny of a sales person who somehow managed to find my private personal mobile number ( must have access to a private directory) when I never returned a call.

The second place had an European sales office with a extremely low call quality.

[minestrone]

Swiftly moving away from zendesk talk.

[Lance]

Have a look at Office365 E5 licenses combined with Dynamics CRM. They integrate nicely and provide the whole solution as software so all you need are PCs, desks and the internet.

Having said that £140 p.m. isn't bad if it's a complete solution.