[cisco-voip] Contact Center Products - IPCC / ARC ??

[Bennie Grant]

Hi Sam

 

I'm with Arc, so can probably comment best on the Call Connect product.
For the functionality you are looking for, Call Connect can certainly
meet your requirements. As you know, the call-recording element is
integrated with a 3rd party, but all other elements are available with
Call Connect "out of the box"

 

The product is designed for flexibility and to allow you (as the
customer) to manage it yourself day to day with simple mouse clicks - no
complex scripting required! If you've already looked into Arc's Call
Connect, you'll know it is priced extremely well!

 

Running on VMware is supportable (with a couple of caveats) - we have
many customers running on the VM platform. 

 

Feel free to unicast to me if you need any more info

 

Cheers

 

Bennie Grant

 

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Sean Walberg
Sent: Wednesday, February 04, 2009 9:59 AM
To: Sam Hall
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Contact Center Products - IPCC / ARC ??

 

IPCCX should be able do all that except the wallboard.  We use Inova
Marquee for that part, it's low cost, VMable, and well supported.

Sean

On Wed, Feb 4, 2009 at 4:42 AM, Sam Hall <SamHall at wiseman-dairies.co.uk>
wrote:


Hi 

We are currently migrating from CMv4.1.2 to CMv6.1.3 and run IPCC
Express v4.05.  There are obvious limitations to IPCC Express i.e
flexibility/usability/functionality, therefore can anyone recommend a
good alternative to IPCC Express - not freeware/Linux?   

We run two small queues and are looking to expand to include more
queues. 

The current requirements must be considered which I am sure most
products will be able to do: 

- Queuing 
- Wallboard and stats 
- Ability to set temporary recordings i.e major outages 
- Backup to work via CMv6 huntgroup 
- Call recording 

Is there a product that can do all the above in one?  I am told ARC is a
good product and would be able to do the above apart from call recording
which could be done by using another product Witness.  What about IPCC
Enterprise?   

If possible we would virtulise rather than use additional hardware. 

Also are there products that do not require additional costs per
queue/user etc? 

Thanks in advance 

Sam
----
Sam Hall
Robert Wiseman & Sons
Ext: 6655
Tel: +44 (0)1355 270655
samhall at wiseman-dairies.co.uk
www.wiseman-dairies.co.uk
159 Glasgow Road, East Kilbride, Glasgow, G74 4PA 

 

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Sean Walberg <sean at ertw.com>    http://ertw.com/


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