Evaluating voice mail software for the call center -- a short list of vendors

Digg This!     StumbleUpon     Del.icio.us

RELATED CONTENT Call center software and call center management Managing customer conversations in the call center Pros and cons of using a pay-per-call service in the call center Examining call center cell phone regulations Overview of open source call center software Creating work-at-home agent agreements for call center employees What call center events or conferences should we attend? Ten ways to re-energize and motivate call center agents Pros and cons of auto-response software in the call center Managing call center stress: Three stress management training courses for agents Finding remote call center agent jobs and opportunities Call center software Contact centers turn to unified communications with IP technology Building a business case for self-service Workforce management software product directory The executive's guide to contact center technology planning FAQ: Making call center technology decisions Using click-to-call vs. click-to-chat software Call center video: PlumChoice uses Aspect workforce management system Speech analytics software product directory Evaluating VoIP for your call center The VoIP call center technology quiz Call center software Research

RELATED GLOSSARY TERMS Terms from Whatis.com − the technology online dictionary abandoned call  (SearchCRM.com) call center agent  (SearchCRM.com) cross-media queuing  (SearchCRM.com) Erlang B  (SearchCRM.com) Erlang C  (SearchCRM.com) inbound call  (SearchCRM.com) off-peak  (SearchCRM.com) outbound call  (SearchCRM.com) screen pop  (WhatIs.com) skill-based routing  (SearchCRM.com)

RELATED RESOURCES 2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems Search Bitpipe.com for the latest white papers and business webcasts Whatis.com, the online computer dictionary

Overall, voice mail software has matured substantially in the past few years and is delivering some wonderfully innovative solutions. Voice messaging has also expanded into unified communications. Many vendors in the market (and all of the ones that I know) should be able to integrate with a .NET back end, although the integration will require professional services. Most (if not all) voice mail software can issue alerts, which can be initiated by a variety of triggers and events. One of the first decisions you'll need to make is whether you want to use a network-based or premise-based solution. I suggest that you look at the following vendors: