We want to roll out the call center with 10 seats initially with a max of 25 (that is all our office space can accommodate at this time). This will be for inbound (my customers in the US will be dialing a 212 to reach the center; I want the option of having a 800) and the call center employees will also be dialing into the US. I have chosen VoiceRD ([url removed, login to view]) for the software b/c they integrate with Sugar CRM and Alfresco. You should have some knowlage of these programs. I would buy the Professional Version of VoiceRD from them. I would most likely buy the servers from them as well as they come preconfigured. The call routing/processes is still to be determined, but we need a tremendous amount of flexibility with that.
Quality of service is the biggest concern for me so I am proposing a dedicated E1 connection. What are your thoughts on connection? How would I go about getting a connection? What are the costs? From a quality perspective would it be better to have the PBX server in Hyderabad or NYC? How would we go about getting a US 212 number? What kind of SIP phones would you recommend? I look forward to hearing your thoughts on how to execute this project and total costs from your end.
Thanks for your response,