BUILD A MULTICHANNEL CRM FOR A CALL CENTER

Dear sir We are a call center in africa looking for a all inclusive solution and the quotation -French version -10 TO 100 positions -Desktop and cloud solution -Mobile phone integrated 1/Reports Combined statistics from conversation scripts and telephony Integrated statistics for all contact channels More than 40 built-in reports out of the box Access to reports via a web interface 2/Interactive voice response (IVR) 3/ ACD 4/ Omni-channel Centralized processing for contacts coming in by phone, email, SMS, web chat, messengers, mobile apps, social networks, and other digital channels Access to a full record that covers all channels for each client Operators blended between channels (operators can get messages from any channel) 5/IP PBX 6/WFM Four forecasting methods: whole week, planned week, trend construction, and confidence intervals (VaR) Shift plan based on operator skills, individual work rules, performance standards, and legislative standards, while also offering a multi-skills mode Reliable control over how planned schedules are executed 7/Quality management Standards set for processing contacts using different criteria: Call rating Selected call recordings set aside for review Custom criteria sets for call evaluation 8/Reports Combined statistics from conversation scripts and telephony Integrated statistics for all contact channels More than 40 built-in reports out of the box Access to reports via a web interface 9/Outbound Progressive, predictive, automatic, and preview AMD integration Loading and processing call lists Skill-based routing and distribution Call and queue prioritization 10/Soft phone Multi-channel IP phone: All functions for managing calls and transfers Conference creation Operator status management Integration with other systems Support (Windows, MacOS, Linux) 11/Integration Wide range of program interfaces (web services, SQL-REQUESTS, XML-RPC) at every stage of inquiry handling Use of scripts in IVR that interact with other systems Incorporation of a web interface softphone from an external system Online queries sent to other systems in order to use their results in agent scripts Call data automatically imported with results exported 12/Campaigns A programming-free subsystem built to support preparations for release and the provision of timely support for all types of campaigns is included. Fully functional, cross-browser interface Entire interface for setting and campaign management in one window 13/Agent scripting Conversation scripts that contain all necessary information open when operators receive calls. A programming-free drag-and-drop graphic designer is provided for quickly setting up conversation scripts. Etc...