I am currently looking into viable call distribution systems to work with the Cisco Unified Call Manager in our offices. We currently use a system called ARC and although it does what we need, there is the question is there something out there that is better.
I know of the IPCC (Contract Centre Express) which produced by Cisco but a little weary of the amount of administration overheard and product knowledge you require using the system.
We are looking for a small to mid size solution that will allow for the continued distribution to skill based routing, individual queues, including IVR, time or day routing, reporting, voice greetings and allow for dynamic changes to the routing if required.
Does anyone know of any possible alternatives to ARC / IPCC to work with a Cisco IP phone system?