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CRM for call centre management?
Which CRM solutions are best for call center management? The worst?
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7 Answers
I've used Salesforce.com in a recent venture. had its pros and cons.
Pros: like the iphone...everyone is building to it...putting apps on the appexchange.
that may or may not be valuable, depending on what it is that you need.
There are a couple of software applications that have just come out that are really terrific ideas...if they deliver as promised, directed toward powerdialing, click to call integration with SFDC, etc. I can talk with you about these if you have an interest.
I also integrated very easily a voip phone system, and was very pleased with the result, the cost, the ease of implementation, etc.
As a result of the difficulties i had in implementing SFDC, though, I started searching the CRM universe for a better, simpler to implement, more cost efficient alternative and found one...which led me to being more directly engaged with the company.
One big drawback of the SFDC (besides the cost) was the length of contract terms that they require...although even this, may be negotiable. Everything's negotiable in this environment. The biggest hurdle with SFDC for me at that point in my development in this arena was the complexity of the implementation with SFDC. Just wasn't intuitive. I hired a SF Implementation consultant with some mixed feelings about the results and the relationship.
hope that helps.
sbk
Streamside Ventures LLC
Streamside CRM
Scott, you didn't state which CRM you selected. I've only had direct experience with SFDC and have no insights (from previous employer) into the costs associated with it, but have only heard that it is expensive.
Years ago, I looked at the open-source SugarCRM and I recollect good things about it.
I enjoyed reading your blogs at Streamside Ventures and particularly liked this one:
Character vs Reputation
“Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.” John Wooden
http://streamsideventures.blogspot.com/2010/01/character-vs-reputation.html
BTW Sam, Trevor helped you here...
http://www.linkedin.com/groupAnswers?viewQuestionAndAnswers=&gid=86337&discus...
I'm biased having worked for Microsoft in the UK but anyone evaluating should not ignore the Microsoft Dynamics CRM solution through one it's many worldwide partners.
It's in use in many large contact centres, has good integrations available to IP Telephony and Messaging Platforms and it's training and implementation times are low due to the Office like look and feel.
It's also available in both online hosted or on premise variants depending on budget, resources and preference.
Hope that helps.
I've personally implemented SFDC four times, and while I despise their hyper aggressive sales practices, it's a good product with lots of plug ins. But for companies selling complex products like dental chairs or fire systems, Aplicor's CRM is a much better solution. http://www.aplicor.com
Using and loving Zoho Business Apps/CRM.
A leading provider of Contact Center that has made powerful software technology to offer enhanced customer experience which is suitable to small to medium sized businesses like Mortgage Industry, Financial Brokers company etc.Solusone has provided full fledged services in affordable rates which is best suited for any small to medium sized business. Just logon to www.solusone.com & ask for a free demo
Cheers
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