Set up suggestions
Added by Behnam Fakhimi almost 8 years ago
We're rebuilding our Call centre set up and I'd like some input on the following set-up:
- GOAutoDial for dialing (Asterisk for IP-PBX)
- Twilio's Elastic SIP Trunk connected to our SIP carrier Cellip
- Our custom built CRM integrated into our dialing solution
The GOAutodial install will be installed, configured and hosted on a Machine on our local network. The reason we picked GOAutodial is because of the predictive dialing capabilities. The reason for using Twilios Elastic Trunk is because of the interface the Twilio API offers for us to tightly integrate Calling actions into our CRM. I'm not very familiarised with GOAutodial, but looking at the API it seems very limited and the only workflow I could see fitting was to use the custom scripts in GOAutodial to trigger actions on the CRM application. Maybe someone has a better suggestions here?
Our requirements:
- Ability to handle up to 45 seats
- Complete control of Dialer and IP-PBX software (i.e. locally managed software)
- Ability to hook into dialer events from our CRM to allow for agents to see detailed customer / lead history upon call connection. But also to set deposition of customer / lead on both the Dialer but also CRM at the same time.
Now a few questions I have about this set up:
- Is there anything I'm missing out on in terms of required software in the suggested set up?
- Anyone with experience in similar set ups where the CRM needs to be tightly coupled with the Dialer that can share some insights and learnings?
- How well does GOAutodial work with Twilio's SIP Trunk? Any past experiences people could share perhaps?
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