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Essential Queue behavior for Multi-channel ACD

Queues are the back-bone of a modern ACD (Automatic Call Distribution). Within any sophisticated call center software, Queuing is an  abstraction of the information that represents all the various parameters and attributes of Queues and Calls. Queue management is the ability to efficiently distribute calls to the most appropriate Agent in a Call Center or an organization. The separation of queuing and queue management from the actual calls is a natural progression in the evolution of ACD. Skills based routing, Queue Priority and many other Queue manipulation features are a by-product of this progression.

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SaaS and Cloud deployments – Important considerations for Managed Services

There are a variety of reasons why companies are considering a move to Cloud or SaaS (Software as a Service) based contact center setup. The foremost consideration is the flexibility in terms of capacity and call center location. This has a bearing on the cost of the setup and on-going management. There are other aspects like on-going access to more recent technology, better functional capabilities and reducing internal IT resources for on-going upkeep. Ultimately it is the total cost of ownership and the return on investment that decides if managed services is the right option for a contact center operation. Continue reading “SaaS and Cloud deployments – Important considerations for Managed Services”

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Asterisk based ACD to complement Softswitch solutions

Soft-switches allow service providers to unify voice and data traffic in one network. In an IP network, service providers wanting to roll-out IP-PBX, long distance services or VoIP driven services use either Class 4 or Class 5 softswitch.  With the convergence of voice and data and the emerging domination of packet switching over circuit switching, we see a lot of softswitch implementations. They are primarily geared towards offering Hosted IP-PBX solutions and long distance services. Continue reading “Asterisk based ACD to complement Softswitch solutions”

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Managed services and Call Center as a Service

Managed Services is a way to off-load the responsibility for software, infrastructure and connectivity to a provider. Organizations are embracing managed services as a means to avoid the burden of capital cost and cost of IT management. It is a way to boost productivity and profitability in an increasingly competitive market with commodity-type price pressures.

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Complexities of Call Center Software development

Not often do we sit down and analyse call center software from a software development perspective. We are all familiar with data systems where the software primarily deal with data storage, retrieval and work-flow. Voice systems are a combination of telephony and software dealing with voice communications and CRM software (Customer Relationship Management). Though they have similarities, development of call center software is far more challenging. Continue reading “Complexities of Call Center Software development”

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Asterisk Implementations with Call Centers features

Asterisk implementations stretch from using it as a plain vanilla PBX to Call Center applications with ACD queues and anywhere in between. Most implementations blur the border between PBX and Contact Centers in part due to the versatility of Asterisk and also the tendency of its users to push the boundary a bit. The growth and proliferation of Asterisk as a call center PBX is a testimony to its exceptional value and the rapid convergence of voice and data. Asterisk is one of the earliest soft-switch that seamlessly integrated TDM and VoIP.

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Real time Monitoring and Supervisor Dashboards for Asterisk

Last updated: August 11, 2016

With the rapid adoption of Asterisk within the contact center industry, the demand for real time reporting and powerful supervisor dashboard is stronger than ever. Though the built-in call center ACD within Asterisk is very good, it not meant to be a replacement for the heavy lifting that a call center software will provide.

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Advanced Queues and Call flow Applications on Asterisk platform

The last ten years have brought lasting changes to telephony; nothing more significant than the convergence of voice and data resulting in the adaption of VoIP and in particular SIP. As a co-passenger in this exciting journey, Asterisk has emerged as the undisputed king of PBX. It has also become the platform of choice for various verticals including the booming contact center industry. Continue reading “Advanced Queues and Call flow Applications on Asterisk platform”

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Automation of Web Callbacks

More often, customers and potential clients turn to internet and Web to find information or make inquiries. Web callbacks is an efficient way to reach out to these customer when they are on your web-site. If they are looking for more specific information or wishing to talk to a specialist within your contact center, web callbacks are the way to go. This reduces the need for the customer to call your contact center and wait on queues to make an inquiry. It also enhances customer experience when they avoid traversing the IVR and call flow just to to wait in the queue for the next available agent.

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ACD for setting up large managed contact center services

Automatic Call Distribution (ACD) is integral to any contact center offering unified communication services. It transcends voice, encompassing other media like E-mail, Web, Chat and Social Media. ACD provides the ability to build and deploy sophisticated call and media flow culminating in skills based routing to the most appropriate agent or customer contact.

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