Visual call flow designer for Asterisk based contact centers

Call flow represents the service work flow offered to an incoming call through the voice portal of a contact center solution. A clean and effective call flow improves efficiency and enhances customer service. Incorporating Interactive Voice Responses (IVR) within a call flow provides an opportunity for integrating information from the back-end systems to enable more self service options . The IVR also introduces call flow automation to reduce wait-time and empower the customer. Based on interactive customer responses, call routing decisions are made from the IVR,

A Visual designer is a drag and drop  tool-set for visual call flow modeling with graphical icons representing the IVR and contact center ACD functions. In Asterisk based contact center center solutions, the call flow designer will include a powerful set of telephony and scripting functions, intrinsic to Asterisk Dialplans. Multi-tenant contact center solutions in cloud deployments scale over multiple Asterisk servers. The contact center software controlling the Asterisk cluster through its call center ACD, will deploy the output of the visual call flow designer across all the Asterisk servers. The capabilities of the call center ACD determine the extent of sophistication available in a particular call center solution.

The expanding user base of Asterisk in contact centers, due to its fast evolution, lower costs of acquisition, and superior telephony, have generated a great demand for powerful, dynamic, and visual, modeling tool for building calls Flow and IVR. Contact center software like Q-Suite come with an intuitive graphical visual dialplan builder to create and deploy powerful IVR driven call flow applications.