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

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014
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!