The dominance of Asterisk in the hybrid PBX market is unquestionable. So is the use of Asterisk as a primary telephony platform for contact centers around the world. Customer contact operations also require a powerful ACD and Dialer. Larger operations require more automation and standardized method of integration for the administration and management of the contact center software.
Well known Web Services like XML-RPC, SOAP or even XML DTD over HTTP are used commonly for tighter integration of external applications to a call center ACD. A good call center software suite should offer function and method oriented Web Services API to expose its admin functionality. These Web services can be used to feed Live Agent Stats, Live Queue Stats, Live Call Info and Call Details to external applications. Live floor information can be routed to Dashboards and Workforce Management Integration with real-time feeds.
The availability of quality call center ACD with API for CTI Integration as well as Web Services API for Admin Integration makes Asterisk telephony a compelling option for customer contact operations. The unprecedented power and flexibility of an Asterisk based contact center can be fully unleashed with the use of a contact center software suite like Q-Suite.