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Visual Tool for Building Sophisticated IVR

In an inbound contact center, calls coming into every DID (or DDI as it is referred in Europe) will typically flow through an Interactive Voice Response (IVR) into the ACD for call routing and distribution. A visual tool greatly simplifies the task of building this IVR especially if it is a sophisticated multi-level IVR.

Asterisk, the a game changing hybrid PBX, comes with a customizable Diaplan that allows control over all facets of inbound and outbound calling. Dialplan, an important functional component within Asterisk, offers an internal mechanism and tool  to introduce, modify and control call-flow through it rich syntax.

Call center solutions for Asterisk will require a full-function ACD to provide essential features like skills based routing, queue prioritization, queue callback, supervisor dashboards, real-time and historical reporting. Larger contact center ACD additionally scale to multiple Asterisk servers in a cluster to handle the maximum concurrent call volume. In this call-flow, the calls will go through an IVR to flow into the different queues of the ACD for skills based routing.

Q-Suite offers a  visual tool for the customers to develop effective and powerful Interactive Voice Response systems. Its Visual Diaplan Builder comes with a large library of functions within an intuitive GUI tool to build call-flows for effective call handling and distribution. This includes the functionality available from the Asterisk Dialaplan as well as the rich call distribution functionality of the ACD. It can be further enhanced with libraries for TTS (Text to Speech) and ASR (Automatic Speech Recognition).

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Contact Center ACD for managing Asterisk Clusters

High concurrent call volume in large call centers can easily exceed the capacity of a single Asterisk server. The upper limit on the call processing capability of Asterisk is influenced by many factors including “codec” conversions and enabling call recording. For very large call volume, the contact center ACD will require multiple Asterisk servers setup in a cluster to handle the maximum concurrent calls. There are a two important considerations for a clustered Asterisk setup.

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Managed services and Call Center as a Service

Managed Services is a way to off-load the responsibility for software, infrastructure and connectivity to a provider. Organizations are embracing managed services as a means to avoid the burden of capital cost and cost of IT management. It is a way to boost productivity and profitability in an increasingly competitive market with commodity-type price pressures.

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Asterisk Implementations with Call Centers features

Asterisk implementations stretch from using it as a plain vanilla PBX to Call Center applications with ACD queues and anywhere in between. Most implementations blur the border between PBX and Contact Centers in part due to the versatility of Asterisk and also the tendency of its users to push the boundary a bit. The growth and proliferation of Asterisk as a call center PBX is a testimony to its exceptional value and the rapid convergence of voice and data. Asterisk is one of the earliest soft-switch that seamlessly integrated TDM and VoIP.

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Real time Monitoring and Supervisor Dashboards for Asterisk

Last updated: August 11, 2016

With the rapid adoption of Asterisk within the contact center industry, the demand for real time reporting and powerful supervisor dashboard is stronger than ever. Though the built-in call center ACD within Asterisk is very good, it not meant to be a replacement for the heavy lifting that a call center software will provide.

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Unified Communications from Q-Suite

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.

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Web Services API for Asterisk based ACD

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.

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Asterisk telephony with complementary ACD

Asterisk is one of the most flexible and powerful hybrid PBX available for building out an IP telephony platform, whether it is a premise based setup or a cloud based install. With rapid rise in the deployment of Asterisk, vertical application builders are looking for a fully developed ACD to complement Asterisk. Q-Suite ACD has been built grounds up to fit this particular need. Q-Suite is a unique full function ACD that can scale to multiple Asterisk servers. It is available for deployments in applications where customers require complete control over Call-flow and Queue management on top of the standard skills based routing.

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