So often, technology changes usher new products and services that dramatically lower cost and drive out well entrenched, higher-priced competition. We are certainly seeing this trend within the contact center software and technology industry, impacting those whose business model thrives on expensive licensing for in-premise and managed cloud based call center services. The shift introduced by Asterisk in telephony is being carried into the unified communications with the availability of quality ACD software for Asterisk. Contact center industry is the direct beneficiary of this technology change and cost savings.
Deployment of VoIP based contact center technology not only saves on communication costs but brings additional benefits from unified communications. Having a common network of voice and data provides a common contact center platform to handle voice, e-mail, text (SMS) and chat. The immediate benefits flow in the form of universal “Presence” and the ability to virtualize the contact center. Presence allows organizations to provide other forms of customer contact like Chat, E-Mail and Texting. Availability of managed contact center services is an off-shoot of virtualization.
Asterisk has contributed to this change in telephony unlike anything else. The availability of Q-Suite, a unified communication contact center software for Asterisk, makes is possible to setup multi-tenant contact center platform with unified communications for both premise and managed hosted services. This feature rich, out of the box call center software will provide the edge necessary to implement the most demanding requirements of modern contact centers taking full advantage of the technology stack of Linux, Asterisk, Apache and MySQL. The real beneficiary from all these changes is the contact center industry and the providers of cloud based managed services.