The expansion and evolution of managed hosted data services and SIP trunking has contributed to the growth of call center as a service. Businesses want to avoid capital investment in purchasing technology platforms to run their call center software. The cost of managing such sophisticated infrastructure is not cheap. The new generation telecom providers who provide SIP trunks and internet services are eagerly capitalizing on this opportunity to offer ACD and Dialer solutions to expand into call center services. The hosted data center providers also see this as a chance to expand into a new service area and offer contact centers on demand.
There are many factors in play that are influencing the rapid movement towards call center as a service. The acceptance of VoIP has lead to the confluence of voice and data being in the same pipeline. The growth and proliferation of Asterisk has opened up opportunities for managed services to deploy multi-tenant call center software in a hosted environment. Asterisk is a superior new generation telephony software that has aided the proliferation and acceptance of SIP in contact centers. The availability of Asterisk based contact center software for multi-channel offering is changing the landscape of contact center industry.
Q-Suite, the leading software for Asterisk based multi-tenant contact centers, provides a rich feature set out of the box. The completeness of contact center platform functionality is stunning. It is greatly aided by the underlying technology stack of Asterisk, Linux, MySQL and Apache. From ACD with skills based routing to Predictive Dialer, it provides all the features expected of an advanced call center software. The essentials like Live and Historical reports, Voice Recording, Remote Agents and Web services API are all available within a multi-tenant offering. Q-Suite scales to multiple Asterisk servers seamlessly to accommodate growth. To top it all, Q-Suite offers High Availability and Call Survival for mission critical call centers.
A hosted multi-tenant contact center for Asterisk based on Q-Suite is a cost effective strategy to establish managed contact center services and compete with the offerings available from large legacy contact center technology firms. Its flexibility and rich functionality has made it the contact center platform of choice for Asterisk driven call centers.