Call Center Solution for Mid Sized Businesses

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In a recent post we discussed about setting up a call center for small sized businesses, which could accommodate 1-20 agents through Skype, which is fairly good.  However, Skype does not allow call routine based on preferences, IVR, voice mail management and other necessary features that mid sized businesses usually require.

But you will agree that Skype offers best rates for unlimited calling throughout the world. So we will emphasize on not getting trunk lines (from any US carrier, which cost $10 per number per month, while minutes used are additional cost), instead how about using Skype as your communication lines (trunk lines), while all other things are managed by software.

For those who don’t know, trunk lines are also called virtual numbers by carriers, for instance AT&T, Verizon etc. One Trunk line costs around $6 to $10 per month, while outgoing minutes are charged at either fixed rate of fixed rental, just like tariff of your PTCL landline number.

So the idea is that we will use Skype’s virtual number and unlimited outgoing facility, while mapping Skype with software that can manage multiple Skype accounts and will work as an exchange.

PrettyMay Skype PBX

PrettyMay Call Center for Skype is a 100% software-based Skype IP PBX that replaces traditional proprietary hardware PBX / PABX.

It allows Small Businesses to quickly and affordably implement a Skype IP PBX / PABX system with Auto-Attendant, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Call Recording and Voicemail capabilities and a lot more.

You can configure PrettyMay easily, and can program it – for instance there are 3 agents working at a time, you can program it to send calls to Agent 1 first, as he/she is a senior agent, simply you can route support calls to Agent 2 by default and in case of busy/no answer, route it to Agent 3.

You can record all calls, logs are maintained, voice messages are automatically sent to inbox and so on.

It’s one time cost is $350 for Standard edition (5 Agent Limit), while $650 for Professional Edition. Suit comes with 30 days’ money back guarantee, that’s even relieving.

You can find all features available with PrettyMay here: http://www.prettymay.net/products.htm or download this file

You can download fully working PrettyMay Demo here: http://www.prettymay.net/download.htm

There are resellers of PrettyMay available, who can set you up the software, against a fee, in case you don’t want to play around. But I can assure you; if you are a computer guy you can install and make it running in less than 30 minutes.

So try around, and if you guys fail to configure it, let us know – we may do a complete video tutorial for it.

Business Idea: You can also build a software like PrettyMay at your own, if you have a development team. All you need to use is Skype’s API to manage it with your application. Call Routing, Auto Attendant, Forwarding and other features can be incorporated with-in your application, so you get rid of paying $350, in fact you can sell you product as well and give PrettyMay a competition.

In next post we will try to cover those sophisticated solutions, that cost hundreds of thousands of dollars, but they are build for hundreds of employees and are scalable, reliable plus they are branded.

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Tech reporter with over 10 years of experience, founder of ProPakistani.PK