I have own contact center with all function, dev in java, web version, SQL server 2008, requeriments: one server jboss(linux), one server SQL. Details Software contact center: softphone integrated(agent need only headset usb), show details client (get data from webservice of your application), login agent(connect with webservice of your application or native), full reports(abandon, drop, ivr, etc etc many reports, all reports export to excel), campaing, autodialer for campains(call client and connect with agent or/and call client and play audio), chat agent with supervisor, chat client with agent, integrate with facebook, integrate with email, send and received request from email, no limit agents, agents dinamic campains , all third party (agent, consultor, supervidor, client), muted supervisor assistance, transfer call to supervisor and more...
not is opensource, custom and adaptible for your call center