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”
Reporting Real-time and Historical Contact Center performance for Workforce Management
WFM integration for Asterisk based Contact Centers
Now we see wide spread deployment of Asterisk for setting up large contact centers. With ACD and Dialer Software available to scale to large contact center operations, it becomes important to manage the workforce efficiently. Workforce Management requires real-time and historical feed of reports and statistics from the call center floor to determine productivity, staffing and performance. Continue reading “WFM integration for Asterisk based Contact Centers”
Picking the right Call Center software
- Functionality available within the call center software
- Cost per seat
- Level of technical support
CTI Integration and Asterisk Telephony
Q-Suite has in-built CDR to capture cradle to grave data for calls
There is a constant demand from our contact center software customers for greater granularity in the details of the call center reports. Reports are based on data collected and retained by the system and there are numerous reporting possibilities on Agent, Queue and ACD performance. Here are some of the generic contact center reports based on Indosoft call center software, Q-Suite. Continue reading “Q-Suite has in-built CDR to capture cradle to grave data for calls”
Using Eyebeam with G729 codec on Asterisk based systems
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”
Basic network topology for Call Center setup
Efficient network setup can enhance the quality of your VoIP experience. Even if you are averse to VoIP terminations for routing long distance traffic, within your call center, you can take advantage of VoIP. Here is a simple but efficient topology for Asterisk based call center setup.
Continue reading “Basic network topology for Call Center setup”
Considerations while setting up contact centers using Asterisk
Asterisk opens up a lot of options while setting up contact centers. Last ten years have heralded a revolution in the contact center technology platform. During this period VoIP technology has dramatically altered the landscape of of telecommunications. Asterisk being an hybrid PBX with inbuilt support for VoIP and TDM, is the force behind the change in the contact center technology platform. Let us consider some of the options that are available for Asterisk based call centers. Continue reading “Considerations while setting up contact centers using Asterisk”
Cost of Setting up a 100 Seat Call Center on Asterisk Platform
I am generally tasked with the Web DEMO of Indosoft call center software Q-Suite for Asterisk. A Web DEMO is usually very interactive where the viewer has full control of my laptop and we can do almost everything (not run the predictive dialer, of course). All the Inbound IVR, Queue, Agent nail-up and an incredible amount of contact center functionality, all are with a few clicks of the button. At the end of the demo we will invariably enter the topic of cost of setting up a call center platform. Continue reading “Cost of Setting up a 100 Seat Call Center on Asterisk Platform”