I am investigating how to best integrate Skype with a PABX and CRM to support my small business requirements. From the research I've done it seems I need to get Skype, salesforce.com and on-state.com working together to meet my needs (outlined below). I appreciate advice on how to best set up my environment.
Mandatory Requirements
1. When a customer calls the call receiver can see who is calling, and can get immediate access to customer records from the CRM. The call may be received on a computer or mobile
2. The caller receives a welcome message, then is prompted to select '1 for sales’, ‘2 for support’, etc.
3. The caller is placed in a queue if all lines are busy, or can leave a message if no one is available
4. On completion of the call but before the phone is hung up, the receiver can choose to re-direct the caller to complete a phone customer sat survey. Results of survey should be recorded in the CRM
5. The call duration and hold time is recorded in the CRM
6. If my PABX or receiving computer system is down, the call should re-route to POTS as a fail-over
Optional Requirements
1. Chat facility (i.e. customer can chat instead of call)
2. A link to an online facility where customers can give feedback to problems and advice
3. Calls recorded and saved as MP3
4. PC doesn’t have to be turned on for call facility to work