The availability and growth of Internet and IP network access has changed the landscape of the contact center industry. Its positive impact is seen in the growing acceptance of SIP and VoIP as well as the expansion of Cloud based infrastructure. This in combination with the ease of access and falling bandwidth cost has created a significant opportunity to re-look at the way multi-site distributed call centers are setup and managed.
There are many operational reasons for organizations having multi-site operations. The availability of new Asterisk based call center platforms that take full advantage of the VoIP and Cloud infrastructure provides a significant opportunity to improve the flexibility and functionality of the contact centers while significantly lowering the cost of acquisition, maintenance and operations. Virtual, multi-site and distributed operation s do not mean setting up ACD and call center infrastructure at multiple sites. New generation call center software based on Asterisk provide all this at lower cost and greater flexibility.
Architecture of the Call Center ACD and the underlying PBX dictate the flexibility of a distributed multi-site setup. Virtual call centers can be created with agent pool without the need for investing in individual ACD infrastructure for each site. Q-Suite, the leading unified contact center solution for Asterisk will open up options that will greatly your multi-site contact center operational infrastructure.