Mitigating risks while deploying contact center solutions

Contact centers are situated everywhere around the Globe and words like BPO and back-office a permanent part of our vocabulary. In 2000, I remember us taking more than a month to install and cut-over a call center solution for a 60 seat contact center. We were unique in one sense, we had switched over to Linux and could do lot things remote. Today it is a completely different world and we almost all of our contact center installations, remote, whether it be Nigeria, Botswana or Europe. We can install a full feature call center software and solution in 2 days once the hardware and infrastructure ready and the network access and bandwidth are made available. The operating system install with flavors like Ubuntu make it so easy that we don’t think about the complexities too much. The telecommunication infrastructure has become extremely versatile and complicated at the same time. You may have agents sitting in Philippines, infrastructure in U.S.A. or Europe and handling calls for various geographic domains.

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Apache MySQL under Ubuntu 9.x

Indosoft deploys contact center solutions all over the world. We prefer that our clients purchase server hardware from vendors like DELL, directly. With so many things changing, it is always a challenge to get everything in order. Call center solutions have too many moving parts. We use Ubuntu, Asterisk and our call center software Q-Suite. We have a nifty installer which keeps track of all our SVN, database and OS deployment packages. It is still a challenge due to the sheer complexity of the world of call centers. Continue reading Apache MySQL under Ubuntu 9.x

Queue Prioritization and Skills based routing for contact centers using Asterisk

Inbound contact centers demand sophistication in managing the call routing. Skills based routing, queue prioritization and balanced queues are a few key requirements for every call center software.
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This Script Builder Tool is a hit with Call Centers

Indosoft call center software Q-Suite is designed for enterprise contact centers using or migrating to Asterisk PBX.  It has an extremely powerful Script Builder for use with both Inbound and Outbound campaigns. For Inbound, the scripts can be associated to pop-up at Queue level and for outbound the scripts can be associated with Lists. One or more lists will form the lead base for outbound. The Script Builder is a WYSIWYG tool with powerful tools that allows contact center administrators to build a multi-page script  incorporating texts, variables, URLs and other neat features. Continue reading This Script Builder Tool is a hit with Call Centers

.NET library integrates Call Center Software for Asterisk with Native Windows Client

As we call know, Microsoft Windows dominates the desktop world. When we built our call center software for Asterisk on Linux, we initially settled on Mozilla Firefox as the standard web browser for interface. As our product gained market acceptance, we realized that there were a lot of application written in native windows environment which are used within the realm of a call center application. We always had a socket interface API to our call center software Q-suite which we were able to wrap within an OCX interface. As a natural progression, we now have a .NET API to the call center software which is a ideal fit for the native Windows clients.

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Impact of MySQL CDR on Call Center Software for Asterisk

Asterisk has revolutionized telecom, PBX and call centers. Asterisk is also widely used as a media gateway and voice recording server. It is a vast and daunting task to document all the vertical and horizontal applications of Asterisk. We at Indosoft have experienced the impact of Asterisk on contact centers as well as call center software development. The growth and maturity of  Asterisk is startling. As a consequence, we  do from time to time encounter difficulties in the implementation of the features essential in a contact center software as Asterisk introduces new and extremely useful functional enhancements. Continue reading Impact of MySQL CDR on Call Center Software for Asterisk

iHost PBX is multi-tenant and scalable to multiple Asterisk servers

Paradigm shifts happen once in a while and telephony is no exception. The rapid evolution of technology resulting in internet and VoIP is changing the face of communications. One of the most significant paradigm shift in the realm of business phone system and call centers has been unleased by the coolest of hybrid IP-PBX, Asterisk. There is a worldwide abundance in the use of Asterisk for PBX and call center applications. This has generated a significant demand for applications. Continue reading iHost PBX is multi-tenant and scalable to multiple Asterisk servers

Call center software feature list – Part 1

There are many details in selecting the right call center software. The business requirements of the call center and costs are primary considerations. The obvious current requirements for  the call center software are easily identified but it is the future unanticipated requirements that may limit the capability of your call center due to the limitations of the call center software. In many cases, it may be very difficult to anticipate all the functional requirements for the call center software with fine granularity. Once a call center is operational, changes or software upgrades increase the risk of disruption and impose enormous overheads on project planning and execution. Continue reading Call center software feature list – Part 1

Asterisk based Inbound Call Centers for business communications

Asterisk is playing a dominant role in IP-based call centers. Intel processors have become less expensive and more powerful and a quad-core motherboard is able to offer over hundred concurrent calls with significant processing load from voice recording and transcoding. This has unleashed a powerful change with Asterisk based inbound call center solutions knocking at the last bastion of business phone systems based on closed proprietary ACD (automatic call distribution) technology from players and brands like Avaya, Cisco, ShoreTel, and Nortel Norstar and BCM. Continue reading Asterisk based Inbound Call Centers for business communications

ACD call distribution and skills based routing for Asterisk PBX

Managing and keeping up with the “state of the art” in technology is always a challenge. In late 2002, the design architects at Indosoft were looking to move away from maintaining and enhancing our PBX software based on legacy CTI boards. Indosoft wanted to keep its focus on call center software development. The emerging confluence of VoIP and TDM, made possible by PBX software like Asterisk, created significant product development opportunities in contact center industry. After considerable due diligence, we began porting and migrating the outbound and the inbound call center suite to the Asterisk PBX platform.  Our Legacy to Asterisk migration was well timed. Continue reading ACD call distribution and skills based routing for Asterisk PBX