Hi Martin,
I have also read the Aheeva case study and it's very impressive to say the
least. I have some feelers out on an Asterisk/SugarCRM integration that may
be able to give you more than what you need at an even better price. Stand
by.
Gabe
Gabriel Araish 416.939.9959
<http://www.ch1.ca/> www.ch1.ca
_____
From: Dave Donovan [mailto:[EMAIL PROTECTED]
Sent: Thursday, December 14, 2006 1:18 PM
To: Martin Glazer
Cc: biz@taug.ca
Subject: Re: [biz] Call centre solution?
Martin,
I worked as an IT Manager in a call centre (300+ seats, 2 locations) for a
number of years. We used Avaya for ACD and predictive. We also used
Genesys.
I did a bit of work with Aheeva out of Montreal. Their solution really
impressed me. It has the capabilities of the Avaya and Genesys systems plus
it overcomes a number of their shortcomings. The system not only supports
multi-client, it has a fair bit of support for multi-tenant. That is, if
you are working on a bank campaign for one client, you can lock supervisors
and everyone out of seeing the details for that part of the operation.
Often, if you're calling on behalf of two competitors, you have to
demonstrate that you can partition their data so that it can't be casually
browsed by people on other campaigns.
It runs on Asterisk, it uses regular Digum hardware. It handles multi-site
very well. It can use TDM or VOIP trunking. Honestly, when I first saw it,
I thought it was my dream system.
I'm not doing consulting anymore, but I wouldn't hesitate to recommend them.
You can't help but be impressed with the features. Besides that, the
licensing model is very fair. There is one per-seat price for all the
features. Not like Avaya. Avaya is (ACD cost x SeatCount) + (EAS cost x
SeatCount) + (SomeFeature cost x SeatCount) = Your Price. Upgrading is the
same way.
The list price for Aheeva seats is less than 10% of the list price for
Genesys. If you think about it that way, buying Aheeva is cheaper than
paying 1 year's maintenance on Genesys. For a $500k Genesys system, figure
15% maintenance, that's $75k. You could probably buy all the licenses and
hardware with that much. Genesys is only software, you still need to buy a
G3 or M1 to run it with.
Check out aheeva.com
Let me know if I can help further.
Dave
On 12/14/06, Martin Glazer < [EMAIL PROTECTED]> wrote:
Hi,
I'm looking for an Asterisk based call centre solution for one of my
clients. I believe there was a Canadian company who offered a solution,
but cannot recall their details.
As the call centre handles calls from different clients, one of the main
requirements is that the calls can be indexed and recorded on a per
client basis and also has extensive reporting on a per client and per
agent basis.
Anyone know of a solution?
Thanks
Martin
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