We are looking for a full CRM management system linked to voip phone system. Primarily used for handling large amounts of calls to multiple agents in different locations for multiple clients.
Software must be able to:
Handle multiple calls
Route to online handlers
Manage multiple clients
Record and store calls for a 60 day period
Record and store call times per handler going to employee payment area.
Large database for client use to provide all relevant documents relating to the clients, client id, number of calls taken, for billing purposes. Emergency contacts and general notes section.
Training section related to each clients - upload of word documents etc.
Agent rota scheduling with accept decline functions.
Web chat facility for agent routing if the clients require web chat instead of phone calls.
Login for clients to see number of calls and billing history and a sample of previous 24 hours of calls. Update any client details.
Login for agents to see shifts and start shift and access to back crm to change details or view client advisory documents.
There is a much more detailed brief available in the next few days please pm for the information.