Technological innovations are driving growth and productivity in the contact center industry and one way to tap into the technology advancement is by building out a cost effective Cloud Contact Center with Asterisk as the PBX. Cloud setup in a reliable data center provides instant scalability and does away with the need for large capital investment and capacity planning. Availability of reliable infrastructure and bandwidth at reasonable cost and the option choosing VoIP and SIP for Telco connectivity are added reasons.
Telephony switch (PBX) and its accessories are a large portion of the initial cost. It is a vital component of a contact center controlling the switching and connectivity to the outside world. Asterisk, one of the best known hybrid PBX telephone switches is open source and used by millions of users worldwide. It also provides seamless integration of the underlying VoIP and TDM connectivity. Asterisk is enormously flexible, comes with an incredible set of features and commercial support is available through Digium. There are other benefits in migrating to Asterisk. It is designed to work with commodity hardware and helps avoid proprietary equipment lock-in. There is considerable cost savings by utilizing Asterisk to build out a Cloud based contact center technology platform. Next step is to identify an ACD and Dialer software engine to drive the Cloud contact center setup.
Q-Suite is a robust, feature-rich and scalable multi-tenant contact center software for Asterisk available for for both hosted and premise-based solutions for medium and large call centers. Inbound features within Q-Suite’s unique ACD provides Skills Based Routing, Queue Prioritization, Virtual/Personal Queues, Agent Hot-Desking and Customizable IVR. Outbound operations benefit from Q-Suite’s efficient self-pacing Predictive Dialer capable of running multiple concurrent outbound dialing campaigns. Q-Suite’s Script Builder and Dialplan IVR Builder tools are easy to manage and meet the most complex any customer contact center. The Script building tool within Q-Suite with an array of drag and drop tools is powerful enough to satisfy the requirements of most inbound and outbound contact centers. Cradle to grave reporting is an intrinsic component of the call center software CDR. There is detailed reporting on Agent productivity, Queue and Agent Statistics, Performance reporting, Wallboards and other necessary metrics to manage the operations of your contact center. Voice recording and Listening are built into the standard feature set of the call center software.
Scaling is an important consideration when selecting a contact center technology platform. Scalable to multiple Asterisk servers, Q-Suite allows for easy expansion for future growth while avoiding proprietary equipment lock-in. With .NET and socket interface libraries, Q-Suite enables medium and large call centers to easily integrate into other products requiring CTI, such as your CRM.