Asterisk Call Centre Solutions
A contact center doesn't have to be complex to be powerful. Asterisk and its built in call centre features provide an array of possibilities to build, enhance and expand your call centre.
Flexible Automatic Call Distribution (ACD) features makes it easy to manage inbound calls, optimize contact center operations, and increase customer satisfaction.
All Features are completely license cost free and thus allow call centre operators to grow and run the call centre more affordable and efficient.
Asterisk enhances call center operations in several important ways:
Efficient call handling
Customizable IVR
Customizable Queues
Skill Based routing
Increased agent productivity
Automatic Call Distributon
Weigthed Distribution
Skill Based routing
Call Recording
Remote Agent
Hot Desking
Asterisk's Automatic Call Distribution (ACD) ensures that calls are handled quickly and efficiently. All features are built in into the asterisk core along with call recording and voice applications to reduce the hardware complexity at your premises.
Asterisk boasts many sophisticated capabilities including:
- Advanced Call Routing that directs calls based on Caller ID, account numbers, private lists, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year, and user-entered data.
Skills-Based Routing sends calls to the right person to handle the call
Priority Queuing enables you to answer higher priority calls sooner.
Multiple Group Agent Log-in
Agent Priority Routing gives you the ability to send the right call to the right agent.
Intelligent Announcements play pre-recorded messages and inform callers on hold of their place in the queue and estimated time before answer and offer alternative actions like going to voice mail or invoking a call back.
IVR Voice Assistant gathers and validates caller input, triggers responses, alerts agents and supervisors when the queue gets overloaded with calls, and provides many creative application opportunities.
Integration of your PC and your telephone enables you to manage incoming and outgoing call functions and synchronizes with your company's operations, CRM or contact software.
Call recording/logging enables you to record, store, organize, search, and playback telephone calls to avoid disputes and improve the quality of training and customer service.
Call Center reports let supervisors analyze agent performance, call center group activity, and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.
Integration with Webchat / Skype, Google, web callback and more.
Call Reporting Tools
Realtime Agent View
Answered / Unanswered by Hour
