Unification of data, voice and other forms of media in communications has generated a push to IP telephony. We all recognize that TDM is mature and reliable, but it is gradually giving way to IP telephony. This is largely due to the flexibility that comes from using IP (Internet Protocol) networks. When it comes to acquiring a new technology platform, folks in the contact center industry understand the importance of acquiring call center ACD to improve immediate and near-term productivity. Equally important considerations are the changes happening in the technology world which will have serious impacts on the economics of the call center.
Asterisk based Contact Centers
I happened by chance to read an interesting blog on Asterisk Contact Centers which talks about call center solutions available for Asterisk. It was disappointing that the author made no mention of Q-Suite, Indosoft call center software for Asterisk.
Flexibility within a Call center ACD with Agent seating and ON-Hook/OFF-Hook telephony
Large enterprise contact centers require their ACD (Automatic Call Distribution) to be flexible. The primary objective of a call center ACD is to manage routing and handling all incoming calls resulting in appropriate calls being connected to the most suitable agent. Hot desking is the flexibility available for agent seating within a call center. On-hook and Off-hook describe the state of the agent telephone device. An On-hook agent phone has to ring to incoming call, like regular phones. An off-hook agent is already connected and would hear an audible beep before a new call is handed out.
Call center ACD
Last updated: August 10, 2016
It is understood that ACD (Automatic Call Distribution) represents much more than what a typical PBX offers. It is used when the purpose of incoming calls is more than reaching a specific phone extension. Contact centers require highly evolved ACD to bring efficiency to their operations. Let us look at what we can expect an ACD to do:
It is understood that ACD (Automatic Call Distribution) represents much more than what a typical PBX offers. It is used when the purpose of incoming calls is more than reaching a specific phone extension. Contact centers require highly evolved ACD to bring efficiency to their operations. Let us look at what we can expect an ACD to do: