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Contact Center
Automatic Call Distribution (ACD) refers to a broad category of telephone switches that offer advanced features for call routing, management, and handling within contact center environments. While every Private Branch Exchange (PBX) includes a telephone switch at its core, it’s important to note that not all switches possess ACD capability.
Inbound contact centers rely on a reliable system to efficiently distribute calls from their queues to available agents. By utilizing multiple queues, implementing skills-based routing, and assigning queue priorities, the Automatic Call Distribution (ACD) ensures that incoming calls are distributed in the appropriate sequence to the next available agent. This process enhances productivity and enables the contact center to maintain optimal service levels.
The contact center software stack, including the ACD and Dialer Engine, drives contact center operations by integrating key technologies like ACD, CTI, IVR, queuing, advanced call routing, and back-end process management. It enables skills-based routing, priority settings, efficient IVR setup, call queue management, and advanced dialing. It also provides tools for managing inbound services, outbound campaigns, and computer telephony integration, ensuring seamless contact center operations.
Modern contact centers handle more than just phone calls. Agents now manage IM chats and emails, reflecting the trend toward unified communication. The term “contact center” is gaining popularity over “call center” due to fewer negative connotations. Contact center software includes integration for chat, email, and website interactions alongside traditional call management features.
The contact center setup can be categorized into the software stack and infrastructure, and technology stack. The software stack consists of two essential elements: the Soft Switch (PBX) and the ACD and Dialer engine. The hardware serves as the foundation for running all the software, while the infrastructure typically includes IP bandwidth and connectivity. In traditional contact centers, Telco connectivity driven by PRI (T1/E1) interface is commonly used.
Multi-tenant call center software refers to software that provides separate, isolated partitions for each client. The rise of hosted infrastructure services has driven the growth of multi-tenant hosted call center solutions. This allows for more efficient utilization of computer telephony hardware and contact center software, as multiple organizations can share the same call center infrastructure. By eliminating the need for on-premise infrastructure, upfront capital costs are replaced with long-term service costs.
Hosting offers several advantages in different scenarios. For premise-based contact centers transitioning to home-based agents to reduce real estate and establishment costs, hosting is a great starting point. Additionally, maintaining in-house technology requires expensive IT resources for infrastructure management, whereas a hosted provider offers shared resources to handle such tasks. For service providers, hosting becomes a natural choice to deliver contact center services on demand.
For contact centers with Off-Hook agents handling multiple queues, a reliable call center software with strong ACD functionality is crucial. Enforcing queue prioritization, balancing, and skills-based routing in Asterisk can be challenging due to differences in queue implementation. A dedicated ACD specifically designed for contact center operations provides essential features like scripts, pop-up notifications, call-associated scripts (DID/DNIS), dispositions, wrap-ups, and comprehensive cradle-to-grave reporting.
Hardware is crucial for determining the capacity of an Asterisk-based contact center. Voice recording, CODEC conversion, predictive dialing, and concurrent voice conversations require dedicated hardware resources. A standard Q-Suite license installation requires two servers with quad-core processors, hardware RAID, fast hard drives, ample RAM, and a redundant power supply. It is advisable to limit the use of more than 6 PRI E1/T1 ports in a single Asterisk server when utilizing Digium or Sangoma TDM hardware to avoid interrupt demands. Planning for an enterprise-grade contact center should prioritize service stability over hardware costs. Indosoft’s call center software installation typically employs one server for Apache/MySQL and another for Asterisk/Q-Suite.
Our comprehensive solution offers a robust API for .NET, a socket interface, and XML integration with our database, enabling seamless integration of your application with our CTI Engine. Whether your organization has developed a powerful user interface for managing specialized domains such as collections, mortgage approval, or trouble-ticket systems, integrating our call center software’s CTI engine is a straightforward process using our powerful API set.
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