Call Center Software – Workflow?

Hey guys!

maybe someone can help me out, although I know thats the wrong place here. Still you all here have a lot of experience and maybe someone encountered Software like this.

We are looking for something like a “call center software” to implement it in our company. But I can’t find anything which fits us. We don’t fit for “normal” CRM software and we also don’t fit for usual Call Center Software.

Maybe someone has an idea in which direction I should look?

Our process looks as following:

We have a customer base with several attributes for each customer like city, type of product, segment and so on. It should be possible for the manager to choose the correct customers according to the attributes (e.g. all customer from city x and type y of product) and assign this customers to a marketing process.

The marketing process would look like:

  1. User gets a notification call customer x
  2. User is being asked how the call was and the user can choose from several categories (no interest, slight interest, wrong number, ….)
  3. The logic behind what happens afterwards is in the program (WORKFLOW MANAGEMENT)

In short:

Defining the customer range -> putting them into a process -> user gives a response in a pre defined way to the task he performed -> the process goes on

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Had an anxiety attack while on the phone this morning.

The vacuum and you are abusing me.