Call Centre Advice - what setup are other companies using??

Hi.

I am after some advice on setting up a call centre. We need a call centre app as a first line that captures all incoming and outbound calls, allowing for notes and categorisation of calls, reporting and analysis. We also require integration with CRM Leads and Potentials. We have Zoho One licenses already setup.

Some key requirements are:

Capture incoming calls

Make outbound calls

integration to CRM for creation of new leads,

Query existing leads and potentials from the CRM

email/phone/sms the Lead, Potential

email/phone/sms the record owner

email/phone/sms others not listed in CRM

Log all incoming and outgoing calls - capture notes and categories (may not be a record in CRM, just a call)

Integrate other data such as employees and their contact details (possible Outlook Contact integration) as well other external lists of contacts that aren't necessarily captured in the CRM.

What are other people using for a Call Centre setup including integration with Zoho CRM. We have already reviewed a Creator app but there are too many limitations. We also have integration with Ring Central, however the Australian version that doesn't have SMS as an option.

Any advice would be appreciated.

Thanks

Maree

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