Asterisk is playing a dominant role in IP-based call centers. Intel processors have become less expensive and more powerful and a quad-core motherboard is able to offer over hundred concurrent calls with significant processing load from voice recording and transcoding. This has unleashed a powerful change with Asterisk based inbound call center solutions knocking at the last bastion of business phone systems based on closed proprietary ACD (automatic call distribution) technology from players and brands like Avaya, Cisco, ShoreTel, and Nortel Norstar and BCM.
Asterisk provides an IP-enabled platform with converged voice and data solution that is ideally suited for small to medium-sized businesses. It seems to have tremendous feature and cost advantage over any existing infrastructure in Meridian, Norstar, and other communication servers from Avaya and Cisco. As existing installs come due for replacement either due to age or service contracts, Asterisk offers an attractive alternative for PBX telephony, Interactive Voice Response (IVR) as well as call routing for Inbound ACD platforms.
At Indosoft, we have built an ACD to provide a feature rich inbound functionality with superior skills based routing for Asterisk. This call center software suite comes with an easy to use setup wizard tool that simplifies the task of setting up and managing enterprise grade inbound call centers. It is designed as a multi-customer platform with extensive call processing and routing capability based on incoming DNIS. An integrated Dialplan builder will allow for processing calls using IVR before handing them to queues. The IVR setup will handle dips to the database for any automated processing required by the business process of the organization.
With the versatility of Asterisk and the Indosoft Inbound ACD, these inbound call centers can offer flexible solutions that were unthinkable just a few years ago.