'Cloud' ACD Systems and Shift Planning Tools

[namechange]

Interested to know from people who work in or manage call centres what solutions you use for incoming calls.

Specifically interested to hear from people who have 'as a service' type solutions where it's integrated on their PC for the calls.

Also keen to hear from managers who have to do shift planning. We're using excel at the moment and that's all fine and dandy, but wondering what is out there to make things a little more automated and a little less overhead. Would be great if it had things like iOS/Android apps for the guys and girls to be able to check their shifts on their phones.

[burnstar]

How many agents are we talking about in said call centre?

[namechange]

Ah, sorry, that's key.

4 shifts of 4 agents, 16 agents in total, but we want scope to expand. I'd be surprised if we got to more than 30 agents in the next few years.

[colin79666]

Our lot use a variety of systems. Each one has a DDI linked to a IVR system and the calls flow to logged in agents from there. One of our systems has the telephone system linked to the CRM system so we can identify the caller and pull up their record before the agent answers the call.

Intelecom are good but not the cheapest: https://www.intele.com/ Being cloud based we have found it handy to not have the IVR and PBX being one and the same. Makes rerouting calls to other sites (e.g. for DR) really easy.

[namechange]

Thanks for the reply.

DR is a key thing that we'd like the computer integration for - so we can log onto any company PC or laptop and be able to receive calls wherever we are.

With regards it pulling up customer data, that might be something we consider in the future, but ultimately it isnt a requirement at this time.