We have Separate Inbound(ACD) & Outbound Call Centre Suite Licenses. 90% of the times any customer will need any one of that depending upon his requirement while in rare cases the customers needs to activate both if both inbound & outbound need exist.

While most of our competitors are operating on seat based licensing option for call center, Com1 Ip Pbx works on ad hoc one time licensing cost. This brings a huge relief to call center owners saving huge recurring licensing and support cost and helps them expand or reduce their floor size at their will and wish.

If it is inbound , multiple unlimited campaign login is allowed but for outbound only one campaign is allowed. Though there is no technical barrier in allowing multiple campaign login for predictive dialing, it does more harm than benefitting, putting all queue metrics under stress including Abandoned Calls. Though very few customers seek this option, after various trails, we decided not to allow this option even at the cost of losing orders, as we feel it is more of disservice than of any value enhancement.

This topic is well addressed in the following link. Standard Call Disposition

if one has to choose between productivity & quality and if the choice is productivity then it is Predictive dialing without batting an eyelid. This article ( Predictive Dialing & Its Nuances ) will throw light on how predictive dialing will keep your per call cost under check and improve your ROI.

On the flip side Predictive dialing throws a lot of Abandoned calls and brings in a huge stress on the agents due to unabated call flow. Com1 Ip Pbx has an option to choose Predictive dialing with preferred Abandoned Call Percentage that helps you to reap the benefits of predictive dialing with out the perils of high Abandoned calls and higher agent exploitation.

The other factors that plays a vital role in deciding the productivity is Availability of Telecom resources & quality of database. If the database quality is bad leading to a very poor call maturity, impacts agent productivity even in predictive mode. To attain best agent productivity productivity the suggested & preferred Agent, Telecom Channel ratio is 1:3 and at worst 1:2, anything lesser than that will impact agent productivity even in predictive mode.

Customer's have their own preference and choice when it comes to headset, in a nutshell any good branded USB headset is fine and if we were compelled to suggest one based on our customer feedback it is Logitech H340.

Primarily the capacity to store the recorded files are directionally proportional to the size of harddrive you have connected to the server. For 1 TB of harddrive space you can store upto 17600 hours of recording.u00a0

You can create an FTP server and sync the voice files every hour and purge and free up the server harddisk space if you have to store the files for a longer duration.

Unlike typical ERP or business process software, reporting in a call center environment presents a unique challenge, as the database is continuously accessed in real time and hundreds of queue metrics must be consolidated periodically. Com1 is no exception, but over time, we have carefully optimized our reporting system to deliver near real-time data while maintaining system performance and meeting over 90% of customer requirements. It’s human nature to feel that 1423the jasmine in the neighbor’s garden smells sweeter,u201d and customers may occasionally find reports in other software more appealing. While we are always open to feedback and improvement, we discourage direct comparisons or demands to replicate reports from other products. Our approach has been refined through years of balancing performance and precision without compromising live operations. In line with the Com1 Customisation Policy , all our features and reporting capabilities are transparently detailed on our website, and we strongly encourage customers to exercise due diligence before choosing our solution, rather than expecting us to mirror another product’s reporting style.