Enterprise Contact center capacity

[edpent6]

I'm looking for a large Shoretel Enterprise Contact Center (ECC) reference with large call volume who can verify the capacity of ECC. Is anyone handling more than 15K calls per business day (8am-5pm)?

[kbudurka]

Not 15k calls a day, but usually 6000 that go through ECC.

I have 125 agents.
Some agents take as many as 35 calls an hour, some take 35 a day (i.e. tech support, where the call averages are much longer, maybe 8 to 10 minute average call times).

[drvoip]

I have been fortunate to have installed ECC solutions across the country and have seen a great many implementations. Working with ShoreTel and ShoreTel partners I have had the opportunity to implement about every option available under the ECC feature set. This is an exciting product positioned well and it does a great job for small to large contact centers. I have implemented several multi-server solutions; redundant configurations and have created call flow based on SQL database dips, caller priority and DNIS or Customer defintions. I have an implementation for a system that has well over 200 agents, 25 supervisors and handles input from over 20 PRI's! The call volume in this center is well over 10K calls per day. I have worked with call centers for most of my career, I know the CISCO IPCC and the Syntellect solution. This product is a cost effect solution. By the way, I see no reason that you cant deploy this product on solutions other than ShoreTel perish the thought!