Alerts can be an effective way to keep operations running smoothly in a call center on a day-to-day basis. The Q-Suite can be configured to utilize multiple types of events. Here are a few of the most useful types of call center alerts: Continue reading “Effectively Using Alerts in the Call Center”
Building mission critical contact centers with Asterisk
Asterisk is often referred to by many as the “Swiss Army-knife of Telephony”. It is a Soft-switch, a complete software based PBX switch with a full feature PBX and a VoIP stack supporting SIP, IAX and H323. It is also a hybrid switch with TDM support for ISDN PRI (T1/E1). The last few decades have been the age of software, propelled by the incredible power and flexibility of software driven systems. No wonder, Asterisk within a span of 10 years has overtaken all it peers and is the undisputed leader this field. Continue reading “Building mission critical contact centers with Asterisk”
Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time
Folks at Indosoft remember deploying a distributed contact center platform for one of our customers at a co-lo in Chicago sometime in 2006. Their agents were working from South America and different locations within United States. They had looked us up on the web while reviewing Asterisk related technologies. Asterisk had by then made quite an impression with its flexibility and feature-sets supporting both VoIP and TDM. Back then, PRI was the preferred telecom termination and SIP with X-lite for agent telephone was a workable option, the big challenge being bandwidth. Continue reading “Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time”
Selecting an ACD for your contact center
Automatic Call Distribution (ACD) has revolutionized the contact center industry by delivering the ability to manage, route and handle customer interactions systematically and efficiently. Contact center software with superior ACD deliver robust, stable and proven call-handling capabilities to many mission critical businesses. Key ACD features include call routing, automated customer interaction, queuing with prioritization and balancing, as well as skills based routing. Continue reading “Selecting an ACD for your contact center”
ACD for Business Verticals migrating to Asterisk
Telecom is going through a paradigm shift with VoIP dictating the direction. This has profound impact on business verticals where voice communication is a critical sub-set of their overall system. For example, sales and service departments, dealerships and similar functional units use custom applications and ERP systems which co-exist with good telephony platform. There are also other custom applications built to manage unique processes that require CTI functionality to handle voice communications. As these domains move forward with next generation systems for their business verticals they will require a next generation telephony platform with VoIP capabilities. Continue reading “ACD for Business Verticals migrating to Asterisk”