I know that people think of Asterisk based VoIP PBX solutions like Fonality are for small organization.
Having evaluate Fonality trixbox Pro Unified Agent (UAE) edition and Call Center Editions, I can tell you that they are full featured Call Centers that can expand to over 100 plus Agents. UAE
and Call Center Edition include a very full featured supervisor tool as well as very extensive reporting.
UAE integrates with SalesForce.com and SugarCRM with customizations available to integrate with many other packages.
Call Center has high level features like
Skills-based Routing
Assign each agent a priority and your queue will distribute calls to them accordingly. This means you can pass more leads to your star-closer, or pass fewer leads to your underperformers. trixbox Pro offers an additional layer of prioritization based on agent order. This means similarly skilled agents can receive calls in an ordered, round-robin fashion.
Graphical Queue Reports
View graphical reports on every detail of your queues such as: abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly averages. These averaged reports are great tools that allow you to better predict optimal call center staffing levels!
Barge Report
With the ability to barge calls using HUD Agent, your call center manager can now run reports on these barged calls from the CDR Reports page.
Agent Call Recording
Record your agents' calls -- automatically. Schedule up to 50 calls per agent. Call recordings capture agent name, agent extension, date, time, Caller ID, DNIS and file size. Using the Web-based interface, you can then listen to calls through your computer speakers or download them to your local drive.
Agents on Cell Phones
Remote agents on cell phones or analog home phones can now seamlessly participate in your queues. This means that callers will never know if the answering agent is on an IP phone in your office or on a mobile phone in another part of the world!
Agents Shared across Sites
Have a Call Center that spans multiple offices? With trixbox Pro's Linked Server Software and trixbox Pro CCE, you can have agents across several branch offices participate in the same queue.
Real-time Queue Stats
Want to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? The trixbox Pro Web-based control panel answers all of these questions, helping you to manage your queues with real time stats.
Light Bound can be your Virtual Service Provider. We help you answer that email and return the telephone call without worry.
LightBound, your Virtual Service provider, can combine your managed services, voice and data services to provide you with a seamless Cloud Service that is economical and provides the business continuity that all businesses require regardless of their technical expertise.
Having evaluate Fonality trixbox Pro Unified Agent (UAE) edition and Call Center Editions, I can tell you that they are full featured Call Centers that can expand to over 100 plus Agents. UAE
and Call Center Edition include a very full featured supervisor tool as well as very extensive reporting.
UAE integrates with SalesForce.com and SugarCRM with customizations available to integrate with many other packages.
Call Center has high level features like
Skills-based Routing
Assign each agent a priority and your queue will distribute calls to them accordingly. This means you can pass more leads to your star-closer, or pass fewer leads to your underperformers. trixbox Pro offers an additional layer of prioritization based on agent order. This means similarly skilled agents can receive calls in an ordered, round-robin fashion.
Graphical Queue Reports
View graphical reports on every detail of your queues such as: abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly averages. These averaged reports are great tools that allow you to better predict optimal call center staffing levels!
Barge Report
With the ability to barge calls using HUD Agent, your call center manager can now run reports on these barged calls from the CDR Reports page.
Agent Call Recording
Record your agents' calls -- automatically. Schedule up to 50 calls per agent. Call recordings capture agent name, agent extension, date, time, Caller ID, DNIS and file size. Using the Web-based interface, you can then listen to calls through your computer speakers or download them to your local drive.
Agents on Cell Phones
Remote agents on cell phones or analog home phones can now seamlessly participate in your queues. This means that callers will never know if the answering agent is on an IP phone in your office or on a mobile phone in another part of the world!
Agents Shared across Sites
Have a Call Center that spans multiple offices? With trixbox Pro's Linked Server Software and trixbox Pro CCE, you can have agents across several branch offices participate in the same queue.
Real-time Queue Stats
Want to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? The trixbox Pro Web-based control panel answers all of these questions, helping you to manage your queues with real time stats.
Light Bound can be your Virtual Service Provider. We help you answer that email and return the telephone call without worry.
LightBound, your Virtual Service provider, can combine your managed services, voice and data services to provide you with a seamless Cloud Service that is economical and provides the business continuity that all businesses require regardless of their technical expertise.
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