Automatic Call Distribution (ACD) is integral to any contact center offering unified communication services. It transcends voice, encompassing other media like E-mail, Web, Chat and Social Media. ACD provides the ability to build and deploy sophisticated call and media flow culminating in skills based routing to the most appropriate agent or customer contact.
Setting up larger managed contact center services based on Asterisk is an intelligent option that has the potential to dramatically bring down the overall cost of setting up a VoIP telephony platform by leveraging the open source stack of Linux, Apache, MySQL and Asterisk. This is also a more powerful alternative to any of the existing Computer Telephony platforms.
Three important aspects to consider while building a large call center setup based on Asterisk are,
- How to provide a complete call center solution with all the features and reporting capability?
- How to scale to multiple Asterisk servers?
- How to provide a Multi-Tenant setup to offer managed services to multiple clients from the platform?
The contact center functionality is best provided by an advanced call center software with tools for advanced setup and detailed reporting capability. Q-Suite 5.7 is a multi-tenant call center software for Asterisk that will fulfill all these requirements and simply the job of setting up a sophisticated managed hosted contact center services.