it does everything you want it to do - and its open source - their licence doesnt seem to be GPL though -
We have it running currently and it works just fine for sales and warranty.
On 12/23/05, Tek Budda <[EMAIL PROTECTED]> wrote:
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
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