Spike: Call Center Solutions

I. GoAutoDial
  • Opensource: Linux, Asterisk, mySQL, PHP
  • Two options: hosted or in-house
  • Met most of the requirements
    • Dynamic Lists – Yes
      Virtual numbers – No
      Advanced campaign options – Yes
      ReportingConnectors (connecting with CRM, API to add/remove lists) – Yes, importing from CSV
      Dispositions – Yes
II. Open Source Asterisk – FreePBX
PBX in a Flash: CentOS, Asterisk, FreePBX (front end), and Incredible PBX (recommended plugins)
 
Advantages:
     1. FreeBPX as gateway for Lync (sip over UDP)
      • vim sip.conf:
        • tcpenabled=yes
        • tcpbindaddr=0.0.0.0:5068
      • Configure trunks for SIP provider and Lync the way you can find many post on the Internet.
      • Add the following line on both trunks:
        • context=from-internal
      • Last step is to create the 2 outbound rules for Lync and SIP provider.
     2.  End Point Manager
    • Flashing end points firmware from server
    • Provisioning and fixing extensions remotely
     3. Flexibility
    • SIP trunk
    • PRIs
    • ISDN
    • POTS
Disadvantages:
1. Xact Dialer (http://schmoozecom.com/xact-dialer.php) $795 to perform broadcast dialing
2. Lack of integration to Microsoft Dynamics CRM
 
III. Microsoft PBX – 3CX
System brochure: http://www.3cx.com/phone-system/3CXPhoneSystem_brochure.pdf
  • Full integration with Microsoft Dynamics, Exchange Server, and Lync
  • No Linux skills required
  • No autodial
  • Met some of the requirements
    • Dynamic Lists – No, need to customize
      Virtual numbers – No
      Advanced campaign options – No, need to customize
      ReportingConnectors (connecting with CRM, API to add/remove lists) – Yes
      Dispositions – No, need to customize

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