I am in the process of setting up a small scale BPO operation offshore which has a call center component. I am looking for a VoIP solution that fit the below requirements for the call center:
- Windows compatible app for agents
- Calls need to be recorded and stored for a prolonged period of time
- Agents will need call back numbers this could either be a direct line or extensions, does not matter which
- additional call center monitoring tools will be beneficial (Call monitoring, whisper, etc.)
- need to be able to setup ring groups and assign these to certain (toll free or regular) numbers
Plus the below requirements for a few additional lines:
- inbound and outbound SMS
- send/receive fax
- Call recording
- Voicemail (Transcription to email would be a plus, not a requirement)
- mobile apps where calls can be transferred between desk phone/PC to mobile app if required.
Even though operations are offshore, the requirement is only for Calls/fax/SMS to and from the USA. I have looked at solutions line 8*8, Vonage, RingCentral etc. and also looked at pairing up 3CX and Callcentric. My operations will be starting extremely small, and I am trying to keep my costs to a minimum at the moment. Across the org, it will start with 6 users until I get more business. 3CX with a SIP trunk looks very appealing due to the features available and free charges for up to 10 users but I am oblivious to the drawbacks.
Would love to hear any suggestions with your experiences if you are able to provide any pros and cons of any setup. If you have any more questions that will help you give a better answer, just comment below.