Service provider seeks call center or agency software

With our newly founded company, we provide call center services such as appointment scheduling, quality calls, and follow-up inquiries. We are looking for software that allows us to bill according to the contacts across three separate campaigns.

We have the following requirements for the software:

• Campaigns should be evaluable down to the agent level; each campaign can have different contacts with different clients.
• The software MUST record how much time has elapsed from the start to the end of the contact.
• Depending on the campaign, there are different “contact statuses” that must be defined for each campaign when the campaign is completed.
• Within the campaigns, appointments are recorded, confirmation emails are written to customers, or simply a follow-up or similar is created.
• The software must provide space for email templates that can be filled with text modules, but where the agent can also decide to write something themselves.
• The connection should ideally run via VoIP, which we will either set up ourselves or use the Placetel service.
• I would prefer it to run on a Chromebook, both the telephony and the software or web application.
• We want to host and set up the system ourselves, depending on the effort involved.
• Identification should be via SSO or authenticator key. (Currently, the “most secure” connection requirement is Exchange Server with SSO).
• Subsequently, it must be possible to
• output the working hours per agent.
• invoice all clients at the end of the month.

Three to five software workstations are required.