Dear All,
We at Ontrack are looking up to open a technical help desk (for our inhouse overseas customers).We wish to build a 20 seater center which would be VOIP based.
I want to know the must haves (in terms of Software and Hardware, and any other relevant procurements in this regard), and any help (direct consultation, links, vendors etc..) would be much appreciated..
Best Regards,
Rupankar
P.S. Initially we want to mann 10 out of the twenty seats..

Rupankar,

I can't help with the actual post at the moment as I've got to go and shovel coal into my switch but...

Note to all (New) Members.

This is a classic example of a post asking for help in the form of information.

I've had a complaint because I deleted a post that said "We can install that for you. Call us on xxx-xxxx"

Any way back to it.

Good luck with the setup, have fun, remember Grey hair just means you are distinguished not stressed.

DaveA

Dave,

Thanks much for the respons.Atleast you made a comment!!
Do you know any good professional organization who provide consulting services (including commissiong of the project) for VOIP centers? Your advise would be of good help..

thanks much,
Rupankar

OK,

I've bumped this up if anyone can help Rupankar,

I've just had to delete an ad post here though :-)

Repeat after me.

No Adverts....
No Adverts....
No Adverts....
No Adverts....

DaveA

Rupankar,
There are a number of talented consultants who operate in the contact center space, you can find a number listed on www.callcenterguide.com.

As always, make sure the consultant has experience doing what you require, check references and sign a written agreement with an arbitration or mediation clause (eliminates potential problems downstream). Be prepared to provide the consultant with all the information they require; your immediate need ( 20 seat facility, VoIP, tech support etc.) as well as your longer term plans ( will the center grow, will there be other centers if so when, where etc.), how you will measure and determine success of the project etc.

A good consultant will have experience with; VoIP, many of the vendors and other contact center technologies in addition to possessing a wealth of knowledge about contact center operations, processes, methodologies etc. (often it is these latter points that determine the effectiveness and efficiency of any contact center).

Paying very close attention to Dave's warning...this is not an advert, but in fact I am a consultant.

If I can be of further assistance please feel free to contact me directly at ctaylor@thetaylorreachgroup.com

Colin

OK,



I've bumped this up if anyone can help Rupankar,



I've just had to delete an second ad post here though :-(



Repeat after me.



No Adverts....

No Adverts....

No Adverts....

No Adverts....



DaveA

Hi

i hope we can have a serious discussion on this here that what all you will need. but again that depends on various factors.

reply to this if you are still interested

Hi,

I recently chanced to look at a product which has all the ingredients of a VoIP infrastructure built all into One Box !! It has the Router, switch, VoIP and analog ports and SIP ports , comes with SIP Phones too !!

I have tested and it is a good solution for SME operations on VoIP. www.allworx.com.

I trust this will be useful to soem of our members.

Dadi
dadi@hypersoftindia.com

Ok Here goes ,

To put in excellent IP based CC with VoIP all you need is:



1) Computer Systems with minimum 256 RAM , one per seat. No servers required.
2) LAN Infrastructure , full duplex switches
3) Internet Connection : min 30kbps per seat 1:1 with low latency( below 300ms) and no PL.
4) Head Phone and Base amplifier set, one per seat.
5) VoIP Gateways like a Cisco ATA or higher end gateways
6) ASP solution provider.


Our experience with this is very low investment and a running cost of beteen $1 and $2 an hour, including VoIP and Long Distance charges to the USA.

You can get going in days.

Excellent voice quality on VoIP. Anyone who tells you that VoIP does not work, does not know his stuff !!

Dadi

dadi@hypersoftindia.com

Hi Rupankar,

you might be interested in wicom. I had a look at it a little while ago for a client of ours, who decided on more traditional CTI.

It appears to be quick n easy set up.

www.wicom.com

Kind Regards

Mark