Hosted Multi-Tenant Call Center setup for Asterisk using Indosoft call center software suite

Hosted Multi-tenant call center with Indosoft call center suite for Asterisk

Indosoft call center suite provides an opportunity for service providers to setup cost effective enterprise grade multi-tenant hosted call center service. This can be hosted from any reliable co-location service data center to provision space, bandwidth, and power. Asterisk opens up multiple options for inter-connectivity to the telecommunication network. With the growing popularity of VoIP, SIP termination from reliable VoIP providers co-located in the same data center would be significant option. It is advantageous to ensure that the VoIP SIP provider has the same Internet Access Provider (IAP or ISP) as the one being considered for the hosted multi-tenant service. The other reliable option is to use ISDN PRI T1/E1 using Sangoma or Digium interface boards.

Indosoft multi-tenant call center software suite for Asterisk is a mature platform for both inbound and outbound call center setup. This call center software provides sophisticated inbound ACD with call routing based on skills and service levels. The outbound call center supports preview, agent-ready and predictive dialing on a concurrent multi-tenant, multi-campaign setup. The call center suite has a robust self pacing predictive dialer capable of significantly increasing the agent productivity for outbound calls. Its GUI based wizards allow for easy management of both the inbound and outbound call center suite tenants. The administrator of the multi-tenant call center will provision the tenant and the number of concurrent seats for the tenant. Once provisioned, a tenant will have the ability to setup the call center suite to suit business requirements of the operation.

There are a significant number of salient features that make the Indosoft call center suite the ideal call center suite for hosted multi-tenant deployment. The agent devices can be configured to be either PSTN or SIP by the call center tenant. The agent screens are web browser enabled and can accommodate third party web applications as well as legacy main-frame emulators. The initial voice connection for the agent is setup by a nail-up call. The campaign management tool allows the creation of multiple lists and each list loading is identified by batch. The powerful script builder tool allows creation of custom scripts and integration of web applications on a multi-page format.

Indosoft predictive dialer is a self pacing dialer with an advanced computer algorithm to determine the required number of dial outs for a given set of agents available to take calls. This advanced predictive dialer uses the Indosoft ACD for queues and is tightly integrated with Asterisk. Automatic Call distribution is an important component of any inbound call center as well. Skills based call routing on an ACD allows the call center operator to increase efficiency and quality of service. The managers who operate the call center software require considerable flexibility in agent and queue management to manipulate the skills based routing and prioritization to fit their business objectives. Indosoft through its research and development efforts has designed and built an ACD takes full advantage of all the features available in Asterisk without sacrificing the flexibility of skills based routing and prioritization.

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