Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
It is not an easy decision but we can feel the trend. The growth of IP (Internet Protocol) Network and the availability of Bandwidth at lower costs are pushing organizations to consider data centers for their infrastructure. There are compelling reasons to setting up a Contact Center in the Cloud.
Cloud in our context is a well recognized data center with excellent connectivity and decent infrastructure. Some of the immediate advantages of Cloud for a contact center operation are, Continue reading “Moving Contact Center infrastructure into Cloud”
Continue reading “Building a Cloud Contact Center using Asterisk”
Before we get into aspects of setting up a contact center, it is important to clarify what I mean by “next generation”? I am referring to the infrastructure and technology associated with a contact center. What is so important about it? Technology evolution is a by-product of the demands placed by users to enhance productivity, offer flexibility and reduce the overall cost of acquisition and operation of contact centers. Continue reading “Setting up next generation contact centers with Asterisk”
Folks at Indosoft remember deploying a distributed contact center platform for one of our customers at a co-lo in Chicago sometime in 2006. Their agents were working from South America and different locations within United States. They had looked us up on the web while reviewing Asterisk related technologies. Asterisk had by then made quite an impression with its flexibility and feature-sets supporting both VoIP and TDM. Back then, PRI was the preferred telecom termination and SIP with X-lite for agent telephone was a workable option, the big challenge being bandwidth. Continue reading “Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time”
Asterisk is modular and has so many incredible built-in applications. Modern day call centers require a lot of functionality and, Asterisk provides a contact center platform that is truly versatile, at tremendous cost savings. Live listening in Asterisk is an exciting feature for call center managers. Live listening is not new but Asterisk makes it much more accessible with its chan_spy. G729 is a popular codec (you can purchase G729 license from Digium) which reduces bandwidth consumption to around 45 Kbps per channel. When bandwidth costs are at a premium G729 can provide a 50% savings. Agent phones using G729 can minimize transcoding and reduce system load on Asterisk. Eyebeam, the licensed full featured version of X-lite, is a popular soft-phone with inbuilt G729 codec. Continue reading “Using Eyebeam with G729 codec on Asterisk based systems”