We're testing a program to help small companies setup small to medium sized call centers using skype, complete with call management software. It works with a couple companies that are online now but we would really like to "Stress Test" the product in real world situations.

Its free for beta! If you're interested, please contact:

Skype: mpkothari
email: mpkothari@gmail.com

thanks!

Sorry,

We would not use Windows for a critical business app.

Thanks

Keith

I spoke with them last night the only windows component they are using would be the web server you can use any client os you please.

What's your issue with Windows anyway?

Thanks Mihir for letting us try Zaplee.

We run a small call centre that uses Skype to receive and make calls to/from clients.

Currently all our operators use the same Skype account and when a call comes in, whoever is available picks up the call (this has some of the obvious disadvantages like no transfer of calls, etc)

I had a long discussion with our Call Centre Manager and we were impressed with Zaplee's features, especially the reporting capability (as soon as a call comes in we can see the previous history of the caller, therefore the operator can attend to the caller better).

Few general comments on things that can be improved and that are important for us:
- With Zaplee, incoming calls only ring at one of the operator’s PC (as opposite to all PC's with the set up we have now). I understand the logic behind that, but in our particular case we believe we cannot afford the call to ring only in one PC as the operator might be busy with a landline call or in a break and might have forgotten to put his/her Skype status to busy
- It would help if it could ring together with the operator's PC, at the Call Centre's manager's PC, at the main Skype account or at a pool of people
- The idea behind this is that when a Skype call comes in, we shall have no excuse to miss it... even more we currently have a usb phone that rings quite laud when a call comes in and alerts the Manager to make sure the call is attended promptly by the rest of the staff.
- It can also help if calls can be retrieved or picked up from other operator (not the one that the call was sent to by Zaplee)
- The fact that each one of the operators has to have its own Skype account can also present a problem when it comes to making calls. At the moment we control our Skypeout credit centrally, but if each operator will have its own account we will need to start distributing the credit and this presents an issue as well.

Finally, before we think seriously in migrating our currently basic Skype call centre to a more sophisticated one with Zaplee, we would like to know more of the reliability of Zaplee’s site (since it has to be running in parallel with Skype at all times)

Thanks again Mihir for the opportunity of trying Zaplee, I would advise any small/medium call centre to give it a go and see it it fits their needs.

Keep up the good work!!!