[Web4lib] reference management/call center software

[Gall, Daniel P.]

Hello Folks,

I work in a library department with librarians in Atlanta and two sites
in Michigan. We're looking for some kind of reference management system
or software similar to call center software in business. 

Specifically, we want to use this to:
-Respond to e-mail, web form and telephone calls from students
-Keep reference statistics
-See responses from librarians in 3 locations with the ability to follow
up on previous research
-Send standard responses for certain activities such as how to order
documents etc.

Does anyone on this list use such software and if so would you give us
your recommendations and experiences. 

Thanks,
Dan
Dan Gall 
Librarian 
Off-Campus Library Services 
Central Michigan University 
dan.gall at cmich.edu 
989-774-6701