Voicemail in a Multi-Server Environment

It’s very often the case that when using Asterisk-based call center ACD software, we want some calls to be directed to a voicemail box. This may be simply a call to the extension of someone who is busy or away from their phone, or could be a community voicemail for callers who have exited the queue. Continue reading Voicemail in a Multi-Server Environment

Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers

Cloud offering of call center software and infrastructure as a service, catering to on-demand growth,  has greatly simplified the task of setting up a call center operation. Personal computer (PC) and adequate bandwidth are the minimum requirements to get started. Cloud service providers deploying Asterisk based contact centers around the world, take advantage of the language support and localization capabilities within Asterisk. Continue reading Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers

Large Multi-tenant Installations using Asterisk

 

Cloud and managed services are driving the growth of multi-tenant platform for PBX and Contact Centers. The heart of such a platform is the underlying telephony engine. Asterisk is one of most versatile and powerful telephony engine available today. In reality it is a complete communications platform packing the functionality of a soft-switch, a protocol gateway, a media server, and a VoIP gateway. Above all, it is a full function PBX with a very large ecosystem supporting application development on it.

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Growth of Asterisk in Contact Centers

Asterisk is a mature new generation hybrid PBX that fulfills all the traditional PBX needs and satisfies all the VoIP requirements. Asterisk’s vast feature set has significant advantages over its peers. The pioneering work by the developer community has introduced Asterisk into all imaginable facets of communications over the last decade. Continue reading Growth of Asterisk in Contact Centers

Asterisk in Federated Contact Center Deployments

Asterisk, from its humble beginning in 1999, has evolved into a strong telephony platform, due to the contribution from thousands of volunteer software and telecommunication experts worldwide. Today, Asterisk is a proven, open source, next-generation telephone switch, that has been tested and implemented by millions of users. It has been successfully used to migrate out of thousands of legacy proprietary telephone switches. Continue reading Asterisk in Federated Contact Center Deployments

Visual Tool for Building Multi-level IVRs in Asterisk-based Contact Centers

Every manufacturer has its own unique mechanism to handle human and outside interactions with the telephone switch. In most legacy systems the options are limited, restrictive and cumbersome. The advent of Asterisk changed all this with its “Dialplan”.  It is tool and mechanism within Asterisk with a command language that unleashes unbelievable power and flexibility. Every Dialplan created is a set of instructions to handle inbound calls and outbound dials that come in and go out of this incredible next generation phone switch. Continue reading Visual Tool for Building Multi-level IVRs in Asterisk-based Contact Centers

Hosted Call Centers

Hosted call centers have become mainstream and are flourishing due to many important reasons. From a technology perspective, convergence of voice and data, growth of VoIP and SIP, and the availability of bandwidth have contributed to its wide spread acceptance. From a commercial angle, hosted call center solution as a managed service is attractive due to lower capital cost investment and reduced on-going up keep.
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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

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

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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