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What is a good system management tool for use in a call center?
I am in charge of running a call center at my company, and am looking for a solid system management tool that will track metrics, call volumes, as well as any network issues if they arise. Any suggestions?
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3 Answers
At several companies I've worked for (who have high-volume call centers) HiPath ProCenter solutions were always used. It is by far one of the best systems I've seen with managing reps. All the features you mentioned and many many more.
http://www.siemens.ie/enterprise/apps_solns/hipath_proctr.htm
Here is an Open Source solution; may not fit your needs though:
http://www.sugarforge.org/content/open-source/
http://www.sugarcrm.com/crm/
A lot of that will depend on the phone switch you are using within the call center. Personally, I would chose Avaya CMS when possible.
There are a lot of tools I have seen I would stay away from as well.
WIth such a broad question a little detail would probably help in finding a solution.
Switch you are using? Seat capacity (future growth included)? single or multiple sites? Traditional Telephony or VoiP? Primary KPI's? Secondary? Budget? In House or Outsource (important because there may be obligations or specific needs)? etc....
Just to help narrow it down a bit.
Take a look at our hosted solution at www.contactual.com. We are replacing a number of on premise solutions at a fast pace. It is also very affordable.
Best,
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