Need Predictive Inbound Dialer with CRM for Call Center

CRM pointers which are important to have a smoothly analyze customer's data and agent performance. Just want to add two more points. 1. There should be separate interface for technical team and quality as one can clearly see the number of opened cases/pending resolution cases, reopened cases, Escalated cases to senior technicians for further followups, resolved cases, Void cases, refund offered cases. So that tech agents can do there work with all transparency. 2. It will be great if the CRM will get configured with dialer so that as soon as the call comes in and if it is from existing customer, the customer details will automatically pop up along with the incoming call. 3. Breaks :- Whenever someone is going away from his seat he should put himself on Unavailable and select appropriate reason for being unavailable like 15 Min Break, Meal Break, Meeting, Training. There should be an option to pull up the records from CRM in CSV or excel Format and the one exceeding break should be marked in Red. This will help in tracking the defaulters. 4. Predictive incoming dailer