Asterisk implementations stretch from using it as a plain vanilla PBX to Call Center applications with ACD queues and anywhere in between. Most implementations blur the border between PBX and Contact Centers in part due to the versatility of Asterisk and also the tendency of its users to push the boundary a bit. The growth and proliferation of Asterisk as a call center PBX is a testimony to its exceptional value and the rapid convergence of voice and data. Asterisk is one of the earliest soft-switch that seamlessly integrated TDM and VoIP.
Legacy PBX driven Call Center applications use phone based agents without data integration. For such implementations, CTI Integration will be required to bridge the call information (also referred to as ‘Screen-pop’) with CRM applications. Asterisk comes with a Call Center ACD that provides Queue functionality with the ability for phone agents to login. It also provides sufficient hooks to integrate to data and associate with incoming call detail for CTI integration. Most serious contact center applications will require a call center software capable of providing sophisticated functionality. For such implementations, Asterisk as the underlying PBX, is a vital cog in the building of a flexible distributed contact center suite.