We have been a big beneficiary of the development and evolution of Asterisk, the leading next generation telephony switch. It probably has by far the largest deployed of PBX around the world. Like every good telephone switch, Asterisk has found its way into many different business applications. It is ubiquitous in the contact center industry today. Sometimes you will have to peel the outer layers of a telecom entity to realize that the underlying telephony platform has some Asterisk based application. There are very good reasons for all this. It is as powerful and flexible as you get when it comes to a telephone switch and a PBX.
The primary considerations in setting up managed hosted and cloud based contact centers are Technology, Cost and Deployment. The rapid advancements in the use of VoIP coupled with the growth of Asterisk makes the choice of technology more critical. Most systems available in the market are closed Black Box systems with limited flexibility. Deployment as well as growth and flexibility are very costly and painfully limited. Therefore your design and architecture not only impacts the immediate needs but has an effect on your growth, effort involved in future expansion and the on-going cost of running the service.