As we call know, Microsoft Windows dominates the desktop world. When we built our call center software for Asterisk on Linux, we initially settled on Mozilla Firefox as the standard web browser for interface. As our product gained market acceptance, we realized that there were a lot of application written in native windows environment which are used within the realm of a call center application. We always had a socket interface API to our call center software Q-suite which we were able to wrap within an OCX interface. As a natural progression, we now have a .NET API to the call center software which is a ideal fit for the native Windows clients.
For applications used by contact centers, there is a great advantage to using a .NET interface. Organizations having invested considerable time and effort in developing custom Windows application can easily integrate their application to our call center software suite for Asterisk. With Asterisk being the dominant platform for call center telephony and Microsoft Windows being the dominant platform for native client custom applications, it makes a lot of sense to integrate the CTI (Computer Telephony Interface) aspect of our call center suite for Asterisk using .NET interface.
With this approach, the computer telephony integration can be selective about the call center functionality. A perfect example is the call flow interaction often referred to as the “scripting”. Many organizations have created tools which are optimized to their business and would not want to migrate out of it to adapt to an ACD for inbound or a Dialer for outbound. A .NET integration into their custom application will give them the required call center application for both inbound, outbound and blended mode. Our call center software is content to work behind the scene. This allows organizations to benefit from the use of Asterisk PBX.