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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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Asterisk telephony with complementary ACD

Asterisk is one of the most flexible and powerful hybrid PBX available for building out an IP telephony platform, whether it is a premise based setup or a cloud based install. With rapid rise in the deployment of Asterisk, vertical application builders are looking for a fully developed ACD to complement Asterisk. Q-Suite ACD has been built grounds up to fit this particular need. Q-Suite is a unique full function ACD that can scale to multiple Asterisk servers. It is available for deployments in applications where customers require complete control over Call-flow and Queue management on top of the standard skills based routing.

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Delivering more performance at lower cost with Asterisk based ContactCenters

Contact Centers are the backbone of modern web driven commerce. They handle more and more complex transactions from multiple channels and are expected to deliver higher performance at lower cost. Modern contact centers are being stretched with technology demands that require them to handle multiple channels like Voice, E-Mail, Chat and Social Media seamlessly. The economic pressures to lower cost of operation and increase productivity is ever increasing. This presents a game changing opportunity to introduce an Asterisk based contact center platform, take advantage of its incredibly flexible next generation architecture and increase performance and lower overall cost.

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Moving Contact Center infrastructure into Cloud

It is not an easy decision but we can feel the trend. The growth of IP (Internet Protocol) Network and the availability of Bandwidth at lower costs are pushing organizations to consider data centers for their infrastructure. There are compelling reasons to setting up a Contact Center in the Cloud.

Cloud in our context is a well recognized data center with excellent connectivity and decent infrastructure. Some of the immediate advantages of  Cloud for a contact center operation are, Continue reading “Moving Contact Center infrastructure into Cloud”