Morning, Anyone offering call centre solutions? Please send me details off list. thank you. regards, MJ
In a past life, I used to work in one, and @ face value, your question is vague, Let me explain thus: 1. Data collection/analysis software: When agents receive calls, they would use this to manually enter/update interesting bits of information about the call/callee. This is most often a custom made software 2. Call logging software: Software that automatically logs bits of information about the call itself; wait time, connection time, etc etc etc. It mostly comes as a subset of 3 below, but not always 3. Call management software (for lack of a better name): At the server end of this software, it is linked to the PBX-thingy, it knows which agent to route an incoming call to based on various metrics. At the client side end, there is a *softphone*ísh software, which agents interact with to *receive* a call on their PC, and then possibly goto 1 above 4. PBX thingy, I have heard asterisk and Avaya being mentioned on the same breath on this 5. The network *layer*: I have little details of this, but what I know is that getting E1 lines from the major providers is a good idea. You will need some sort of network hardware thingy into which the E1 lines plug into, and maybe from there, into your network so that 4 above can receive them calls and forward to 3, I think It is possible and fairly common to have different vendors supply each of the above. But I assume you know all of this, and since I was in that life a long time ago, lots of things may have changed. On Mon, Jun 24, 2013 at 9:47 AM, Justin Mosbey <mosbeyj@gmail.com> wrote:
Morning,
Anyone offering call centre solutions? Please send me details off list. thank you.
regards, MJ
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-- Regards, Peter Karunyu -------------------
we shall sort you out sir. just send us your requirements and we should be able to send you a proposal covering the above as stipulated by Peter. thanks Oliver. TPC On Mon, Jun 24, 2013 at 11:57 AM, Peter Karunyu <pkarunyu@gmail.com> wrote:
In a past life, I used to work in one, and @ face value, your question is vague, Let me explain thus:
1. Data collection/analysis software: When agents receive calls, they would use this to manually enter/update interesting bits of information about the call/callee. This is most often a custom made software 2. Call logging software: Software that automatically logs bits of information about the call itself; wait time, connection time, etc etc etc. It mostly comes as a subset of 3 below, but not always 3. Call management software (for lack of a better name): At the server end of this software, it is linked to the PBX-thingy, it knows which agent to route an incoming call to based on various metrics. At the client side end, there is a *softphone*ísh software, which agents interact with to *receive * a call on their PC, and then possibly goto 1 above 4. PBX thingy, I have heard asterisk and Avaya being mentioned on the same breath on this 5. The network *layer*: I have little details of this, but what I know is that getting E1 lines from the major providers is a good idea. You will need some sort of network hardware thingy into which the E1 lines plug into, and maybe from there, into your network so that 4 above can receive them calls and forward to 3, I think
It is possible and fairly common to have different vendors supply each of the above.
But I assume you know all of this, and since I was in that life a long time ago, lots of things may have changed.
On Mon, Jun 24, 2013 at 9:47 AM, Justin Mosbey <mosbeyj@gmail.com> wrote:
Morning,
Anyone offering call centre solutions? Please send me details off list. thank you.
regards, MJ
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
-- Regards, Peter Karunyu -------------------
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participants (3)
-
Justin Mosbey -
Oliver Ndegwa -
Peter Karunyu