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VoIP and Contact Centres
Voice over IP technology has several advantages:
- Higher flexibility and more PBX features
- Lower operational costs (PBX maintenance and configuration is easier and cheaper)
- Interconnection costs to public telephone network are usually lower, because the operator does not have to cover the "last mile" connection.
It is very important to think of telephony as just another application in your infrastructure, similar to e-mail or a web server. From both the user's and provider's point of view, there is little difference between a web server and a voice transfer.
We are used to classical telephony with little or no advanced features (call forwarding, voicemail and caller id is usually supported, and it usually ends there). This mindset is old in the digital age -- you should not ask "what features does your PBX contain", because it probably does cover all your needs. It is the same as with a web portal -- you do not ask what features does your web portal cover, you specify what you need and it is up to the supplying company to implement those features.
A Voice over IP PBX can adapt to your business processes and needs, it does not matter if it is a contact center PBX or a small company's PBX. Therefore, the first step is defining and specifying your business requirements.
Do not adapt to the PBX's feature list, specify your requirements and allow us to develop your telephony solution the way your business demands it. Convergence of voice and telephony services does not only lower costs, it above all integrates the systems -- voice, e-mail, CRM, e-business, auditing, etc.
Your own contact center based on Asterisk PBX
Asterisk is an application server designed for building voice PBX and applications. It allows building hybrid systems, including integration of the classic old telephony (analog PSTN, ISDN, GSM) with technologies based on VoIP and your own applications. Your contact center will allow you to reuse existing business layers: web services, databases and business process integration.
One of the basic PBX features is intelligent call routing according to your requirements. It allows you to send customers immediately to the person most capable of fulfilling his or her request.
Basic features include:
- Call recording option (on-demand or all calls)
- Least cost routing
- Interconnection of several call centers or PBXs
- Intelligent voice mail
- Use of call features from home (teleworking) or from anywhere via a VPN
- Interactive voice response for transaction automation or request selection
Advanced features that are easily implemented include:
- Encrypted secure telephony to prevent eavesdropping
- Integration with existing systems and services (ActiveDirectory, LDAP, CRM system, e-mail system, enterprise instant messaging, ...)
- Follow-me VoIP: your number follows your workplace, it does not matter in which company branch you are or at which table are you sitting
- GSM network interconnection
- Automatic provisioning of VoIP phones - they are just other network devices, it is easier to manage them from a central location (including firmware upgrades, localization and other settings)
Integration of communications infrastructure in hybrid environments
It is not always possible or desirable to change the existing communications infrastructure. Sometimes, there is no suitable data connection that would fulfill the voice transfer requirements. It is still possible to use telephony based on ISDN, GSM or other classic telephony standards without losing flexibility and ability to interconnect with other systems.
Do you need to use existing infrastructure, telephone adapters, PBX, or special devices, but you would like to use VoIP to make calls to PSTN? Integration is possible in this way too.
It is a good idea to only change that, which needs changing. Our solutions work in hybrid environments too.