Making informed decisions on the technology stack required to setup customer contact center is very challenging. The overall costs of the proprietary product stack of well known manufacturers like Avaya, Cisco and Aspect are daunting. After all, their internal costs are going up for everything from salaries to marketing and everyone has to sell more or sell for more to keep up with this.
Contact Centers require everything from Web and Database to VoIP enabled telephony switch capable of handling SIP. Convergence of telephone, IM, SMS, Chat and e-mail channels is driven by necessity and the need to control labor cost. The real-time ACD queuing with Skills Based Routing requirements are different for different types of channels. Everything comes down to the ability to deploy a distributed flexible architecture capable of delivering advanced functionality.
With all this in mind, we want to setup a cost effective solution that meets our contact center requirements. Open source based technology platform provides an opportunity to assemble many of the important components of the technology stack required for setting up a next generation contact center at incredible cost savings. One of the key components in this stack is Asterisk, the hybrid IP telephony switch. Asterisk for voice telephony, Apache and MySQL for Web and Database and Linux for the server operating system cover three-forth of the technology platform requirements of any contact center technology solution.
Now, all we need on top of this is a feature-rich contact center software suite that can cope with all the demands of modern day customer interaction. The availability of Contact Center ACD with advanced features including Skills Based Routing, Predictive Dialer, sophisticated Script building, Call routing IVR Tools and Reporting tools make this a compelling option. This technology stack for contact center will exceed expectations in features, performance and flexibility and is a must to consider and evaluate.