Hi All, Hoping someone can suggest something that would meet the needs of a project I am working on.
We are looking for a solution that will take the place of our manual phone call log sheets and allow us to develop communications based on FAQ's. What we do right now: Call centre fills out manual call sheets with contact info and topic covered. After getting placed into a binder these then get manually counted up as per the amount of phone calls and any calculations have to be done manually to determine what communications to be released. SOme of the challenges we are facing are that the topics are consistent and clear as to what questions were asked and the response given. What we would like to see: Network-aware/based database of incoming and outgoing calls that would have a category and sub-category section with pre-determined categories (but flexibility for adding categories) to organize the topics. Seperate section for problem and solution as well as a status (in progress, open, resolved, etc.). Able to create reports that would allow us to potentially see call volumes versus questions asked versus solutions given, etc. Progress so far/options: I have been googled and surfing for a few days now for crm's phone logging, call databasees, etc. but nbothing seems to meet what I am looking for. Company is open to open source software as long as it does the job. I am envisioning something very straight forward and simple (perhaps based on or adaptable to MySQL or MSSQL) that can be possible accessed via web page. reports woudl be simple click and point. Shoudl run on Windows and Linux as there is potential to bring in a Linux server in the new year. If it had a jabber type (internal and slect external network) IM server as well that woudl be great. If it intergated with Excahnge....that woudl be good as well as it could pull from e-mail as well. If anyone has any suggestions and needs further details, please contact me. Cameron _______________________________________________ clug-talk mailing list [email protected] http://clug.ca/mailman/listinfo/clug-talk_clug.ca Mailing List Guidelines (http://clug.ca/ml_guidelines.php) **Please remove these lines when replying
