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Applications for Unified Queue Management

Skills based routing has been the backbone of ACD based call routing. Multiple Agents and Multiple Queues are matched by the ACD to route individual calls to the most appropriate Agent. Queues require skills to handle calls and Queues have priority. Agents are assigned skills with skill levels. All agents are automatically logged into all the queues for which they have the required skills. This can be extended to other media type as well.

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Contact centers using Asterisk versions 1.4 and 1.8

Over the last decade, Asterisk has impacted VoIP telephony and PBX with its power, flexibility and versatility. Asterisk 1.4 has now reached a level of stability and maturity that makes it a viable platform for medium and large contact centers migrating to IP telephony.  Availability of feature rich call center software for Asterisk presents an opportunity to bring about greater efficiency, better productivity and lower costs with an Asterisk based next generation IP contact center platform.

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Detailed CDR information for Asterisk based Contact Centers

Contact center reporting requirements are far more demanding than that of a PBX. It is the task of the contact center ACD to maintain a detailed cradle to grave reporting from a contact center perspective. When setting up Asterisk based contact centers, it is important to select a call center software capable of capturing and storing all the CDR details and associating them with the Call History. Let us look at some of the data points.

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Skill-based and vertical-based routing for Web Generated Leads

Skills based Routing is the most effective way of identifying an appropriate representative within a contact center to handle every available prospect or call. This is achieved by carefully matching the consumer/prospect requirements with the knowledge base of the available representatives. This process leads to better understanding of the customer requirements, establish trust, improve sales and enhance customer satisfaction.

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Asterisk Telephony is changing the playing field for Contact Centers

Asterisk has played a significant role in VoIP and Telephony over the last many years and it’s usage is now spreading into mainstream enterprises trying to introduce technology advances and reduce overall operational cost. It has revolutionized Telephony over the last decade, making available every imaginable feature with its hybrid IP telephone switch. These innovations have dramatically altered expectations from next generation IP contact center technology platforms.

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Call Center Software for Cloud Infrastructure

There is growing company demand for services in the Cloud or Software-as-a-Service (SaaS) solutions. It is driven by the lower start-up cost, on-demand growth and the availability of good quality infrastructure. More importantly, the shared service components lower the overall cost of technology management. Contact Centers are no exception and there is a growing demand for Cloud based contact center services driven by the availability of multi-tenant call center software.

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Modern technology stack drives faster Call Center Software development

Modern contact center platforms are built on top of powerful technology stack. The underlying stack makes it simpler for the developers of call center software to focus on the building functionality around the two main aspects of voice customer contact, namely the Dialer and the ACD Engine. I am not ignoring the growth in the use of social media and chat within inbound centers for live customer contact. A good ACD should treat be able to all media types and queue them in a similar fashion using skills based routing and queue prioritization.

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Web Services API for Asterisk based ACD

The dominance of Asterisk in the hybrid PBX market is unquestionable. So is the use of Asterisk as a primary telephony platform for contact centers around the world. Customer contact operations also require a powerful ACD and Dialer. Larger operations require more automation and standardized method of integration for the administration and management of the contact center software.

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