Customer Relationship Management (CRM) software record, unify and manage the business processes. It is usually industry specific and highly evolved. In most cases, there is a close relationship between phone services and CRM. The need to integrate phone services with a CRM or an ERP application is growing and presents an unique opportunity for CRM/ERP vendors to enhance product offering and increase productivity for its end-users. Phone service integration with sophisticated ACD and Dialer features will enhance the usability of the CRM and ERP software. Continue reading “Integrating CRM and ERP Applications To Phone Services”
ACD requirements for improving efficiency through Contact Center Queue Setup
Effective use of Queues and IVR (Interactive Voice Response) within a back office phone system or call center ACD (Automatic Call Distributor) will have positive impact on the overall efficiency and productivity. A versatile ACD capable of supporting flexible queue arrangement and call handling is essential to meet the queuing demands and requirements of modern inbound contact center operation.
Continue reading “ACD requirements for improving efficiency through Contact Center Queue Setup”
Migrating to Asterisk for Call Center setup
The Flexible and Scalable Solution For Migrating to IP Telephony
The world of telecommunications is moving away from one mature and reliable protocol (TDM) to a new and more flexible (VoIP), primarily due to the unification of data, voice and all other media over an IP (Internet Protocol) infrastructure. We all understand the importance of acquiring a new or next generation contact center technology platform for improving productivity. More important is the need to successfully migrate to a superior contact center platform that can be a competitive differentiator. Continue reading “Migrating to Asterisk for Call Center setup”
Capacity planning for large call centers using Asterisk
Last updated: August 10, 2016
The architecture of a large call center setup shown below with Asterisk as telephony platform, includes web servers for serving agent web screens and a common database server. A high end Asterisk telephony server can handle over one hundred concurrent channels with compression and voice recording. High-end call center softwares are feature-rich and offer sophisticated agent screen scripting. The demand on the Web server will increase with increasing agent seats. The Web server will have to scale ahead of the Asterisk server.
Continue reading “Capacity planning for large call centers using Asterisk”
Large call center setup with Asterisk
In the last decade, organizations have established large contact center operations with the total number of call center agent seats exceeding one thousand. Such large capacity contact center operation requires robust, feature-rich and flexible call center ACD. Many of these systems are TDM based and expensive. With the current push for migration to VoIP, technology officers are evaluating and exploring different options.
ACD – A PBX feature or a Call Center Application?
The demarcation has blurred in the last decade. Automatic Call Distribution (ACD) has a very broad definition now. Traditional phone switches (PBX) which provide phone extensions and connectivity to Telco, offer all the normal functionalities for call handling including Auto-attendant, Direct inward dialing, Find-me follow-me and voice-mail. Call center ACD handles Agents (as opposed to plain extensions), detailed IVR (interactive Voice Response) and Queues. The degree of sophistication within the PBX as well as call center ACD applications have evolved considerably. Automatic call distribution (ACD) is not limited simple call distribution, but an opportunity to created clever mechanisms to enrich interactions with the callers. Cost-effectiveness and increase in productivity are the key factors driving businesses to incorporate sophisticated ACD.
Continue reading “ACD – A PBX feature or a Call Center Application?”