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What is the best call center software (VoIP)?
We're currently using in-house developed system but I would like to research the other options.The criteria for such system would be: - cost - ability to work without OS (or based on free platforms such as linux) - scalability
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4 Answers
This is a religious question with closely held beliefs. As such, there will be little agreement beyond what an individual owner believes. Having said that, AVAYA offers an extremely reliable and scalable VoIP solution, regardless of the platform you're on. They're used by E911 centers which few vendors can claim, if that helps. The perceived cost can be slightly higher in a typical "run off" against smaller VoIP companies. But when availability is higher, over the long haul the cost will actually be lower! One of the reasons is because the ACD and PBX call processing software is in the same complied code, so they're tightly integrated.
I would strongly urge you to take a look at the Fonality offering. They have both hosted and on-premise solutions. I offer two pieces of advice. First, unless you are really familiar with telecom (and this is different than IT) and have experience in call centers then get help with the decision and implementation. It costs a bit more money, but in the long run it will save you both time and money and result in a much better solution. Second piece of advice is to look at the bigger picture meaning look at your telecom environment. We have worked with a lot of customers and have found that quite often by modifying their existing telecom environment they were able to save significant amounts of money. In one case the savings paid for the entire system, including the consulting/installation costs in 10 months.
I agree with Kevin. Avaya is the premiere player in call center technology for the fortune 1000. Be careful with FREE. Nothing ever really is. Just because an operating system touts themselves as FREE, you need to consider the man hours required to maintain a system on a free OS. You also need to consider the security risks involved with the free OS's.
Vlad greetings, my recommendation is to use products of IPCC and IPCCX of Cisco, where you found a great adaptability to the needs that you need to cover in your contact to center. You will be able to find system of IPCCX for basic functions and with few agents, until systems with functions outposts for many agents, furthermore it has the unique advantage to qualify to the dispersed agents in all the network of the company unlike which all must be in the same place.
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