Hi all.

I am in the process of setting up an IB Sales line within our business. I have approx 23 VDNs feeding into one skill and the users will capture client information with a view to arranging an appointment for one of our field agents to complete a sales call.

Currently the Avaya phones do not link to the Customer System, meaning that without manual input, I cannot determine which appointments have come from which VDN.

Is there a way that using a tool such as Softphone would allow the system to populate a field showing the line that the call came in from as part of the Customer Details screen. The system that we use is Oracle based, and adding/removing fields is a simple process.

The main problem is that while the phones and the computers are not linked, I have no way of analysing the effectiveness of my marketing, nor the efficiency of my team. All suggestions gratefully welcomed........

Thanks

Hi Ross,
I'm a new member, just spotted your requirement. We can certainly help you out with this. You would use our hosted IVR service which would integrate with your database. When the caller rings through, the agent would get notification from either a seperate pop up window or as part of the customer details screen of which VDN was dialled. The IVR would effectively sit in front of your existing telephone system and therefore call statistics can be picked up from this.
Reading between the lines, you may also be interested in some of our other services, namely automated appointment confirmation, call recording and ScoreCARD, a contact center quality evaluation tool.

Nick

That sounds interesting, could you provide further information/costings etc?

Hi Ross,
We've got some additional questions which we will need to ask, probably best if you fill out a contact form on the website (hostcomm.co.uk) so that we don't bore everyone with them ! We can then post results back here when we have something interesting to tell them.

After a discussion between the mods I've now
restored this thread.

We felt, whist useful, for a while was a bit close to an advert.



Nick, you won with the:



We can then post results back here when we have something interesting to tell them.


line.

I'll leave it for now, but, can I just take athis opportunity

to remind everyone of CCV's advertising policies.



Thank for your time.



Regards



DaveA