Contact Center Solutions Featured Article

Contact Centers Embracing Asterisk

April 16, 2014

The VoIP PBX Asterisk (News - Alert) has long been touted, along with Linux, as one of the open source movement’s biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium’s (News - Alert) blog by Loway founder Lorenzo Emilitri.

“Loway has been developing the QueueMetrics Call-Center Suite for almost 10 years now,” he wrote. “We had a feeling that our clients seemed to be quite happy – in particular the ones moving away from traditional telephony. But, until recently, we haven’t been able to quantify this with reliable metrics. My own experience, in running a company that prides itself on its high level of technical detail, is that often, time is invested in solving one issue after the other. It is hard to step back, take a deep breath, and look at the landscape around you.”

The metrics developer was an early adopter of Asterisk, using it since 2003. Loway (News - Alert) has measured the success its customers--some of them running call centers with more than 100 seats--have had using Asterisk. Most of these customers used either custom Asterisk dialplans or the FreePBX GUI.

Loway surveyed more than 150 clients. Over 80 percent of them were satisfied, giving an eight or more on a 10-point scale. With that number of people running Asterisk under heavy demands, it’s clear that Asterisk has gotten a lot of acceptance.

Loway also found that its clients were fiercely loyal to Asterisk. Although only a few of them were interested in cloud-based solutions, citing privacy concerns, none of them wanted to move away from Asterisk, wanting better on-premises deployments.

It’s not the first time an open source project has been so widely embraced by enterprise users. In the ‘90s, they couldn’t install Apache Web servers running on Linux fast enough, and the combination is still the go-to choice for anyone wanting to serve up websites today. The Oracle (News - Alert)-owned MySQL database has also become ubiquitous for deploying modern Web apps.




Edited by Alisen Downey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!