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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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Call recording for Asterisk platform

Call recording is an important aspect of any contact center operation. Asterisk has an inbuilt call recording capability that is really good. The demanding call work-flow and associated call recording requirements for serious contact center operations are the responsibility of  the call center software used with the Asterisk platform. This is more so for large call centers that scale beyond a single Asterisk server. This requirement gets convoluted as the call center ACD and Dialer software is tasked to trigger call recording based on the actual call flow, agnostic of the Asterisk servers associated with the call. Also, call recording consumes CPU usage within Asterisk servers diminishing the overall call handling capacity of the contact center setup. Continue reading “Call recording for Asterisk platform”

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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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Do Asterisk based managed call centers represent the future of Cloud contact center services?

Asterisk has revolutionized TDM and VoIP telephony in the last decade. It is fair to say that we have no realistic count of the number of Asterisk based PBX, gateways and other VoIP applications running currently around the world. It is certain that this will be a mind boggling number. We are not totally aware of the number of call centers around the world which use Asterisk in some form or the other. Overall it is safe to assume that Asterisk telephony represents a significant percentage of the contact center technology platform as well.

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Architect your Asterisk based multi-site call centers

Settling on Asterisk as the telephony platform for call centers is a no brainer. It is by far the most flexible and powerful PBX available and is supported by Digium and the open source community at large. Its features are so overwhelming that spending top dollars to acquire any other telephony platform with limitations is not the way forward. Continue reading “Architect your Asterisk based multi-site call centers”

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Bandwidth considerations while setting up distributed Asterisk-based call centers

Recurring infrastructure costs become an important consideration while setting up distributed and multi-site contact center operations.  This is especially true when you have an MPLS network connecting the different sites.  Day to day operations require great degree of centralized control over the call center ACD setup and the bandwidth costs will increase dramatically unless the infrastructure is designed optimally. We will discuss some of these considerations below.

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Distributed Multi-site ACD and Contact Center Setup

The availability and growth of Internet and IP network access has changed the landscape of the contact center industry. Its positive impact is seen in the growing acceptance of SIP and VoIP as well as the expansion of Cloud based infrastructure. This in combination with the ease of access and falling bandwidth cost has created a significant opportunity to re-look at the way multi-site distributed call centers are setup and managed. Continue reading “Distributed Multi-site ACD and Contact Center Setup”