call center technology Archives - Page 2 of 4 - Contact Center Software for Asterisk Telephony

May 12, 2015

Four Keys To Soft Phone Delight

A colleague once visited a client site, and found their server room to be a nightmare. Among other things, they had insisted their telco give them a PRI connection due to the improved reliability they thought they’d get. They had also decided to use a PRI to SIP connection in the server room to allow the flexibility of moving the telphony connection from one server to another if needed. When Justin got there, he found a SIP to PRI device on the telco side, and a PRI to SIP device connecting in to Asterisk. Continue reading

May 11, 2015

Your Leads, Your Rules

You may be using agent owned leads for at least some campaigns in your call center. It’s important to remember your agents don’t actually own the leads. Whether it’s just making sure the scheduled callback comes back to the correct agent, or if you’ve got a CRM integration where the same agent is expected to work the same lead, you may need to reassign those leads. Continue reading “Your Leads, Your Rules”

May 7, 2015

Take What You Do, Be Like Steve Jobs

Steve Jobs wasn’t the best software developer. He also wasn’t a world-class designer. But when he combined software with design, he created something world class. You may have a CRM, or agent interface, that you’ve invested a lot into. Wouldn’t it be great if you could combine it with call center technology to create something better? Continue reading “Take What You Do, Be Like Steve Jobs”

October 20, 2014

Load Balancing on Multiple Asterisk Servers

Load balancing in Asterisk can be an overloaded term. In some cases, it refers to spreading calls to multiple servers. In others, it refers to calls made outbound. There are other cases as well. The two cases mentioned are two that are not handled by Asterisk out of the box, and additional software may need to be introduced in order to handle them. In multi-server Asterisk call center installs, load balancing allows calls to be distributed more evenly which prevents overloading any particular server. Continue reading “Load Balancing on Multiple Asterisk Servers”

December 29, 2013

Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers

Cloud offering of call center software and infrastructure as a service, catering to on-demand growth, has greatly simplified the task of setting up a call center operation. Personal computer (PC) and adequate bandwidth are the minimum requirements to get started. Cloud service providers deploying Asterisk based contact centers around the world, take advantage of the language support and localization capabilities within Asterisk. Continue reading “Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers”

August 26, 2013

Growth of Asterisk in Contact Centers

Asterisk is a mature new generation hybrid PBX that fulfills all the traditional PBX needs and satisfies all the VoIP requirements. Asterisk’s vast feature set has significant advantages over its peers. The pioneering work by the developer community has introduced Asterisk into all imaginable facets of communications over the last decade. Continue reading “Growth of Asterisk in Contact Centers”

April 13, 2013

Visual Tool for Building Multi-level IVRs in Asterisk-based Contact Centers

Every manufacturer has its own unique mechanism to handle human and outside interactions with the telephone switch. In most legacy systems the options are limited, restrictive and cumbersome. The advent of Asterisk changed all this with its “Dialplan”. It is tool and mechanism within Asterisk with a command language that unleashes unbelievable power and flexibility. Every Dialplan created is a set of instructions to handle inbound calls and outbound dials that come in and go out of this incredible next generation phone switch. Continue reading “Visual Tool for Building Multi-level IVRs in Asterisk-based Contact Centers”

January 1, 2013

Hosted Call Centers

Hosted call centers have become mainstream and are flourishing due to many important reasons. From a technology perspective, convergence of voice and data, growth of VoIP and SIP, and the availability of bandwidth have contributed to its wide spread acceptance. From a commercial angle, hosted call center solution as a managed service is attractive due to lower capital cost investment and reduced on-going up keep.
Continue reading “Hosted Call Centers”

December 9, 2012

Large contact center deployments

Large contact center deployment can start with an install base of few hundred seats, going all the way to thousand plus seats. Using “number of concurrent calls” is a better measure of the capacity of the contact center platform but many legacy manufacturers use agent seat counts for licensing purposes. Continue reading “Large contact center deployments”

October 14, 2012

Asterisk usage in Virtual Call Centers

Virtual call center solutions are direct results of growth in Cloud based services, availability of affordable bandwidth and convergence of voice with data. This makes ‘contact center as a service’, both flexible and affordable. Such services offer feature-rich call center software on a reliable telephony platform without the upfront capital investment. With rich feature set available on demand, companies can focus on improving customer care and plan additional capacity by adding distributed call center workforce anywhere to manage calls effectively. These factors make a compelling case for the use of Virtual call center. Continue reading “Asterisk usage in Virtual Call Centers”