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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Building a Cloud Contact Center using Asterisk

Technological innovations are driving growth and productivity in the contact center industry and  one way to tap into the technology advancement is by building out a cost effective Cloud Contact Center with Asterisk as the PBX. Cloud setup in a reliable data center provides instant scalability and does away with the need for large capital investment and capacity planning. Availability of reliable infrastructure and bandwidth at reasonable cost and the option choosing VoIP and SIP for Telco connectivity are added reasons.

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Supplement Asterisk with an ACD to build next generation Contact Centers

Asterisk to telephony is what Linux is for operating systems. It is by far the best available IP telephone system and provides an easy base to setup up powerful cost effective contact centers. The power of Asterisk makes is easy to supplement it with a good contact center software ACD (Automatic Call Distributor) and build an advanced contact center technology platform. Contact center softwares have an ACD to handle inbound calls and a Dialer capable of predictive, preview and progressive dialing. A good contact center software should provide customizable Agent Screens with screen pops, a script building tool, an IVR building tool, Real-time and Historical reporting, Skills based routing for inbound, Supervisor Dashboard, a self pacing predictive dialer, QA and an API to manage further enhancements.

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Asterisk Solutions for Contact Centers

By far the most popular telephony software,  Asterisk is starting to show its presence in the high end contact centers. Its dominance in the small and medium call centers is already well known. There has been a number of Asterisk Solutions for call centers available dating back to 2004. Now larger contact center operations are charting a move to Asterisk based call center platform.  They are able to make a business case based on the economic value and the cost benefit analysis. Overall, Asterisk as a PBX telephony platform provides unsurpassed feature sets for both VoIP and TDM connectivity.

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CTI Integration and Asterisk Telephony

There is a lot of excitement in the telecommunications world regarding Asterisk, the leading hybrid telephony switching platform, and many businesses and application builders are viewing Asterisk as a potential game changer. It is well known how Asterisk on standard server hardware, can deliver full PBX functionality, do Voice over IP (VoIP), and interoperate with standards-based telephony equipment. What makes Asterisk uniquely beneficial as a telephony switch, or more importantly, why Asterisk  is considered by mature business applications required contact center ACD (Automatic Call Distribution) to service their clients.

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