Wow, thanks mjw305! I looked Fenero up due to your comment, and they fit all my needs on call center and ACD/ predictive dialer.
I do need to give a shoutout to Fenero and their VP of customer development, Charlie Callari, who called and did a video training showing me the ins and outs of their system, few minutes after I signed up for their free trial. I'm impressed, to say the least.
DD