If one is talking about flawless customer support operations, then it is the duty of the customer care department of the company to provide services that are at par with international standards! Often, this department is empowered by a call center solution.
The quality of service relies on the executive handling the customer call as well as the call center software the department is using. In case of assistance from the omni-channels, a phone line solution does not fulfil every criterion and hence the support from the former matters a lot. It is the standard that is followed all over the world today and is not a niche practice!
Asterisk based solution glitters in its suppleness and ease of use besides some outstanding features. It is seen that a single platform allows a customer care department to provide services to the customers that work best for them. Asterisk development has touched the next level in recent times. Talking about the latest and advanced features the platform provides one should never forget to mention the intelligent call distribution that minimises waiting time for people who are directed to the correct person who can solve their case or query.
Customers can also avail the several levels of audio responses, which come with support of different languages and also in accordance to different regions of a country. If a service provider is looking forward to making an international as well as a national call simultaneously, then conferencing solution is also useful, which actually results in an efficient method to solve difficult problems.
Asterisk development based solutions also provide high availability mode with a secondary server, which makes the whole process impressively quick. If one is doing a business regarding customer care operations, then they must be looking for more than just a mere agent-customer interaction feature in their call centre solution.
The call center software such as the one empowered with remarkable add-ons does not require a static hardware system! Coming to another concern – which is finance; it is clear from several reports that software costs less than high-end hardware, especially when one considers installation and maintenance charges. If one gets to use the hosted solution, the prices decrease further.
Another essential factor to choose Asterisk as a development language for your call center solution is that it does not perform inside boundaries; it merges easily with the existing CRM of a company. It leads to a better productivity of the customer care department as a whole. Another important fact is that not all call center solution has similar requirements. The Asterisk is versatile as it provides its clients to customize and scale the platform as per the incoming /outgoing load at any given point of time.
It can be a tough job to take a decision on which is best among so many open source call centre software available in the market. But considering the absolute set of attributes that are available at reasonable rates, Asterisk development based call centre solution really assists in making a certain call centre more efficient, reliable and performance-oriented, at the end of the day for multiple reasons.
Sandip Patel – BDE
Author works as BDE at Vindaloo Softtech (VSPL) since 2016. Sandip has 10+ years of work experience in VoIP Software Development Industry. VSPL is VoIP software development and solutions provider that offers FreeSWITCH, Kamailio, OpenSIP, WebRTC and Asterisk Development.