Hot Leads, High Performance

Someone is really interested in your product. They’ve filled out the form on the web site and clicked “Contact Me”. They’re still thinking about you. Now, who do you have call them? It’s a lot like pizza. When it’s hot and fresh at just the right time, it’s a magical experience.
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The Right Agent For the Job

What happens when an agent completely bungles an incoming call at your call center? This may be the caller’s first experience with your business. A well trained sales agent just isn’t going to be as effective if they’re getting calls from your “Tech Support 2” queue. Your techs may flub sales calls. Obviously you can’t just have calls ringing the phone of anybody who connects to the system.

This is the way simple PBX queues often work. Continue reading The Right Agent For the Job

Thousands helping Millions, Helping Your Federated Call Center Deployment

Thousands of volunteer experts have worked on Asterisk since 1999. This has made it into a powerhouse platform for telephony that you can use in your own system. Today it is a proven technology used by millions of users. Call centers and major PBX users are abandoning their legacy proprietary telephone switches to get the benefits offered by this Open-Source system. Continue reading Thousands helping Millions, Helping Your Federated Call Center Deployment

Customer contact centers in Cloud

Cloud is well known now. Considering the fact that Cloud used to called Co-location sites or data centers, what is different about it now? Well, the infrastructure and bandwidth has become more powerful and reliable, at the same time less inexpensive. Also “Cloud” is a neat single word to explain it all nicely.

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VoIP – Bandwidth, Codec and Voice Quality

VoIP (Voice over Internet Protocol) has established itself as a dominant force in telecommunications. SIP (Session Initiation Protocol) is the application layer for creating and controlling the calls and the voice is governed by RTP (Real Time Transport). When we are setting up a contact center or converting to VoIP, we want to know how to take advantage of the VoIP without getting into the pit falls of the technology.

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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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Datapoints for contact center software reporting

Generating meaningful detailed reports on the daily operations of a contact center is essential for every call center manager. The software for running and managing the call center operation should collect correlated information from the inception of the call till its termination. These data points generate adhoc and historical reports.
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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