The modern call center has benefited greatly from improvements in virtualization technology, and the widespread acceptance of the cloud contact center as a wise choice has accelerated improvements in that field. Asterisk runs well on both actual and virtual commodity servers and has done for several years now. Continue reading “Virtualization Issues to Watch For With Your Call Center Software”
Tradeoffs with Answering Machine Detection on Asterisk
Answering Machine Detection (AMD) is something that interests everyone running a predictive dialer or other automatic dialing. As discussed previously, the changing world of outbound dialing and telephony leaves call center software users looking for ways to wring additional efficiencies from their lead lists and call floors, and AMD appears to be one of those ways. Continue reading “Tradeoffs with Answering Machine Detection on Asterisk”
Call Center Software in the Cloud Still Requires Security Considerations
One of the advantages of moving call center software to the Cloud is the lower cost of managing your infrastructure. Despite this, it is still vitally important that you do manage the infrastructure. Security holes are always being discovered, and keeping your software up to date and following best practices will help your platform from becoming exploited. Continue reading “Call Center Software in the Cloud Still Requires Security Considerations”
Cloud Offerings Simplify Call Center Deployment
One of the reasons Asterisk has taken such a large share of the telephony market is the ease of deploying it on commodity hardware with free, Open Source operating systems. Commoditizing hardware and simplifying its deployment has been a key factor in the widespread adoption of the Cloud as a business concept. This makes the Cloud an ideal target for deployment of Asterisk-based contact center software. However, requirements such as long-term storage of recordings or data have complicated the picture. Once again, the Cloud offers a solution. Services such as Amazon S3 provide a widely-available interface for the long-term storage of recordings while providing easy access when required. Amazon RDS, their database offering, puts the headache of tuning and configuring the database server back in the hands of Amazon. Continue reading “Cloud Offerings Simplify Call Center Deployment”
Do Asterisk based managed call centers represent the future of Cloud contact center services?
Asterisk has revolutionized TDM and VoIP telephony in the last decade. It is fair to say that we have no realistic count of the number of Asterisk based PBX, gateways and other VoIP applications running currently around the world. It is certain that this will be a mind boggling number. We are not totally aware of the number of call centers around the world which use Asterisk in some form or the other. Overall it is safe to assume that Asterisk telephony represents a significant percentage of the contact center technology platform as well.