Freepbx Call Center


(Australia) #1

Hi All

We are getting requests to run a call center for couple of our clients. I already got Fop2 installed and basic support software installed which gives me the ability to get some of the call center features. However these are not really user friendly. i am wondering is there any good prebuild software anyone is using with Freepbx which works well.

Below are some of the requirements.

Call recording & Quality scorecard
Queue call back feature
IVR – for call steering/direction
Call Monitoring & Coaching
Outbound Campaign Management
Queue reporting
API - for integrations with existing CRM
Post call survey
Ability to switch calls from softphone to physical phone ( not a must)


(Communication Technologies) #2

FreePBX has most of the modules you are requesting. Considering they are developed by Sangoma, I would say the FreePBX integration is probably top tier.

Call recording & Quality scorecard - https://www.orecx.com/
Call Monitoring & Coaching - https://www.orecx.com/
Queue call back feature - https://wiki.freepbx.org/display/F2/Queue+Callback+Module
IVR – for call steering/direction - https://wiki.freepbx.org/display/F2/IVR+Module
Outbound Campaign Management - https://wiki.freepbx.org/display/FPG/Broadcast+Xact+Dialer-Admin+Guide
Queue reporting - https://wiki.freepbx.org/display/FPG/Q-Xact+Reports-Admin+Guide
API - for integrations with existing CRM - https://wiki.freepbx.org/display/FPG/Customer+Relationship+Management
Post call survey - Freepbx Survey
Ability to switch calls from softphone to physical phone - https://wiki.freepbx.org/display/ZU/Zulu+3


(system) closed #3

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