What is the best telephone system to use for a Call Center?
Posted on 2008-10-20
We are currently running a 24h call center and are looking to buying a new telephone system. We have looked at the Cisco PBX's but they are a bit out of our budget.
Some of the functionality we will be looking at is:
Redundant PBX in 2 or 3 locations (in the office and in 2 data centers)
Real time monitor of call agents
Call history reports
Remote user functionality with a software phone like xlite. (video calls is a bonus)
Call tagging so that each call can be automatically be associated with the records of the call.
Call recording. - We should be able to play the recordings straight from our application. When we recall someone's records, the call recordings associated with his previous call should be automatically be available.
What is the best industry standard telephone system to use for a call center?
Most telephone systems have endless licensing for each and everything you want to do on the system. I am ultimately looking at a product that will not limit me to licensing.