As we call know, Microsoft Windows dominates the desktop world. When we built our call center software for Asterisk on Linux, we initially settled on Mozilla Firefox as the standard web browser for interface. As our product gained market acceptance, we realized that there were a lot of application written in native windows environment which are used within the realm of a call center application. We always had a socket interface API to our call center software Q-suite which we were able to wrap within an OCX interface. As a natural progression, we now have a .NET API to the call center software which is a ideal fit for the native Windows clients.
Datapoints for contact center software reporting
Generating meaningful detailed reports on the daily operations of a contact center is essential for every call center manager. The software for running and managing the call center operation should collect correlated information from the inception of the call till its termination. These data points generate adhoc and historical reports.
Continue reading “Datapoints for contact center software reporting”
Asterisk based Inbound Call Centers for business communications
Asterisk is playing a dominant role in IP-based call centers. Intel processors have become less expensive and more powerful and a quad-core motherboard is able to offer over hundred concurrent calls with significant processing load from voice recording and transcoding. This has unleashed a powerful change with Asterisk based inbound call center solutions knocking at the last bastion of business phone systems based on closed proprietary ACD (automatic call distribution) technology from players and brands like Avaya, Cisco, ShoreTel, and Nortel Norstar and BCM. Continue reading “Asterisk based Inbound Call Centers for business communications”