Mission critical contact centers require more than High Availability (HA). During a failure, Asterisk HA without the ability to survive on-going conversations and in-progress calls is insufficient for some contact center operations. This white paper discusses a method and system for fail-safe call survival and offers the technology to recover calls and successfully continue ongoing conversations in contact centers using Asterisk telephony.
It has been an exciting time for the call center industry with the non-stop innovation and evolution in technology and telecommunications. Technology managers can now opt to use Asterisk as the telephony platform for their Call Centers. It is a great time to evaluate the available contact center technology solutions and to build out a cost effective, sophisticated, next-generation call center technology platform.
The functionality and features available within your contact center technology platform have a direct impact on the efficiency and productivity of your call center. Vendors are touting multi-tenant, Internet driven IP (Internet Protocol) platforms with unified communications and remote distributed architecture as a strong alternative to the legacy hardware with TDM (Time Division Multiplexing). Ultimately it is the sophistication of the features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), feature-rich IP PBX functionality, call recording, predictive dialing, Agent Scripting and a host of other features and reporting that will determine if your next-generation Voice over IP (VoIP) contact center can provide the competitive advantage that you are seeking.
The rapid growth in communication technologies over the last few years has presented call centers with an unprecedented opportunity to support complex customer interactions. Independent applications, tailored to manage the business process of customer interactions, have an increasingly important role in daily call center operations and are used extensively to perform crucial duties that significantly improve productivity. However, since such applications tend to operate independently of the call center software, many are asking the prevalent question: "how do we setup a flexible contact center technology platform to optimally integrate these custom applications and tailored Customer Resource Management (CRM) systems?"
No two call centers are exactly alike, but they all share a common need: to achieve the flexibility to respond to changing client demands while keeping a sharp eye on the bottom line. The rapid growth in communication technologies over the last few years has presented call centers with an unprecedented opportunity to support complex customer interactions. Independent applications, tailored to manage the business process of customer interactions, have an increasingly important role in daily call center operations and are used extensively to perform crucial duties that significantly improve productivity.
Developing two-way interactions to provide timely, important and actionable information to customers is a great way to develop personal customer relationships, build loyalty, drive business efficiencies, and significantly increase revenues and return on investment (ROI). Many leading outbound contact center service providers are implementing innovative outreach programs within their call center operations to reach out to customers.
We are witnessing a critical change in the history of telecommunications, with a move away from one mature and reliable protocol (TDM) to a new one (VoIP), primarily due to the unification of data, voice and all other media over an IP (Internet Protocol) infrastructure. Most of us understand the importance of acquiring a new generation contact center technology platform for improving productivity.
Asterisk is the dominant hybrid (IP/TDM) telephony platform. Successfully migrating to a superior contact center platform is a competitive advantage, and should be of critical importance for large call centers. If you are looking to migrate a call center to Asterisk,..
As importance and demand for the contact centers grew with the growth in global e-commerce, the sophistication and capabilities of the contact center technology platform increased exponentially, while the cost per seat has gone down annually.
New Opportunities for Resellers
A critical change in telecommunications is underway. The shift away from Time Division Multiplexing (TDM) to the maturing and more flexible protocol of Voice over IP (VoIP) has created an unprecedented opportunity for distributors of phone systems, ACD providers and high quality call center software installers. Huge increases in e-commerce activity have delivered unrivaled growth opportunities for call center operations capable of implementing and fully utilizing the advanced technology available from emerging phone systems and contact center technology platforms.
Automatic Call Distributor (ACD) has revolutionized the contact center industry by delivering the ability to manage, route and handle customer interactions systematically and efficiently. Contact center industry has matured and ACD systems have made leaps and bounds in delivering robust, stable and proven call-handling capabilities to many mission critical businesses.
Setting up operations in a reliable data center provides instant scalability and does away with the need for large capital investment and capacity planning. This white paper will provide insight into the key components of a successful Cloud contact center platform. Along the way, introduce Q-Suite, the leading and unique ACD and Dialer software for Asterisk, which will allow your contact center to compete head-to-head at a fraction of the cost.
One unique benefit of Asterisk is that it provides a real cost effective migration path to IP telephony for many organizations. Computer Telephony Interface (CTI) allows integration of ACD and call control into business systems. Although CTI is nothing new, the need to implement CTI for Asterisk is in high demand. This paper will explore CTI for Asterisk and introduce Q-Suite, a full-featured call center ACD using Asterisk telephony and its uniform API with CTI library capable of delivering next-generation contact center functionality. This is a sure way to ensure that business systems and CRM drive the telephony interaction with customers and not the other way round.