contact centre

Looking for a contractor (software developer) who can design a contact centre module & IVR solution for. We currently use Skype for business solution. On it own skype lacks some functions so need a contact centre tapping in front mainly for below features Real-Time monitoring & queue status (dashboard) Skills-based routing Real-Time Voice call recording Reports (customizable) Speech Attendant & IVR Automatic Call Distribution (ACD) Historical reporting Expected wait time announcements High call volume and other custom announcements Capture & display caller information on ICE client / toolbar Call back - callers can hang up an keep their position in queue Not ready time (or after call time) Supervisor silent monitoring and whisper function (for trainings) Barge-in function (to take over a call) Real-Time queue management Advising caller's position in the queue Last Agent routing (gives options to callers to speak to the last agent they spoke to i.e. if agent status available) Queue scheduling - ability to set 'out of hours' and call forwarding options on a queue-by-queue basis (useful for public holidays and brown-out period as per different regions) Queue Alarms - in cases of high call volume on specific queues Web Chat & Social Media Integration with ticketing system Email Service real-time queue in ICE dashboard Integration with CRM CRM screen pop up