At CST we're looking to upgrade our phone systems throughout our facility including our Box Office (in/outbound) and Call Center (outbound). We thought that this would be an opportune time to investigate what other organizations have done to integrate their phone systems to Tessitura. I know from a conference session that I attended a couple of years ago that Strafford has a pimped out system and I think would be too much for our needs at this point.
So, if you have integrated your phones to Tessitura I would love to hear what you're using, what it does, what you wish it did, and any other information that you think wold be helpful.
Thanks in Advance
Hi Jeffrey,
We did this with our Shoretel system last year.
Shoretel Professional Services wrote some middleware that runs on the Call Centre Agent's desktop.
It pops the constituent record for the caller within Tessitura and at the end of the call populates the contact log with the call details including the wrap code. We also use email in our Call Centre queues and it does the same thing there.
I'll be at the conference if you'd like to chat about it more or want a demo.
I did a presentation at the ANZ conference this year which is available here.http://www.tessituranetwork.com/COMMUNITY/groups/aunz/media/p/21285.aspx
Cheers
Damien