I've read through the various threads about traditional customer support here, and a couple on how to pull CRM into the mix.
I'm looking to implement a system (or series of products that work together) that does the following for our restaurant:
- voicemail for employees (i.e. their own voicemail boxes)
- a phone tree for standard information (e.g. operating hours)
- can support 2-3 desk style phones for inbound / out bound calls.
- send outbound calls (e.g. reservation reminders)
- send outbound txts (auto generated / ad hoc)
- manage inbound emails
- canned responses for email
- send outbound emails (e.g. confirmations, post dinner follow up)
- maintains profiles for each diner we have a phone number + email + reservation data for
- displays a summary of what we know as part of the call / email dashboard (e.g. shows that 'bill.gates[at]msft.com' has dined x time, spent y dollars, and has an upcoming reservation on the 25th.
- keeps a record of all touch points across phone, email, sms, web, and mobile (future)
I'm not opposed to building some bespoke product, but I'd rather connect up a series of services and possibly write some bridge / API code as needed.