Let’s see the functionality of call-center based on Asterisk
What functions does the call center provide?
The call centers provide a very wide range of functions that can meet any call processing requirements. Below are some links to the description of the functionality of the Asterisk call center.
- Auto redial
- Hot line
- Virtual Secretary
- Interactive voice menu
- Conference call
- Telemarketing and telephone sales
- Telephone Surveys and Surveys
- Fax Server
- SMS sending
What functions of the call center are most in demand?
Perhaps, no call-center (contact center VoIP) can work without an interactive voice menu, which allows you to handle calls without operator participation. Subscribers themselves choose the desired action by pressing one or the other button on the phone. For example, you can listen to the description of the journey to the office. Of course, without distracting the human staff.
It is very popular to record telephone conversations. Being applied in conjunction with the system of customer relationship management, recording and storing employee conversations makes it possible to remotely control the work of departments and branches at any time interval.
Recently, the introduction of the automatic dial-up program is gaining popularity.
As one of the main modules of the call-center. With the help of automatic redial, you can significantly reduce the cost of calling customers and sharply increase the number of calls.
VoIP equipment for call center are the VoIP gateways, IP phones, SIP adapters, headsets.
Let’s consider these things more precisely.
VoIP-gateway is designed to connect a telephone or PBX to an IP-based network for the transmission of voice traffic through it.
The VoIP gateways presented on the market support SIP and H.323 protocols, receive and send faxes (FAX over IP), configure via the web interface and have security services.
Domestic companies usually use VoIP gateways in order to reduce the cost of long-distance communication, as well as for the organization of low-cost long-distance communication between offices in different cities.
IP-phone provides voice communication of subscribers through IP-network, including through the Internet. In corporate networks, fixed phones are actively being replaced with IP telephones.
Externally, the IP-phone is no different from the usual modern phone and has a handset, LCD, dial keys and a connector for connecting to an IP network.
When using an IP-phone in the corporate communication network, it is included in the local network of the company through which it interacts with the IP PBX.
The SIP adapter allows you to use an analog phone to make calls via the IP network provided by the SIP provider.
One of the types of a SIP adapter is a device that is connected to the computer via the USB port. Such an adapter is called the SIP USB adapter, for calls, it needs to turn on the computer. Another kind of SIP adapters allows making calls without turning on the computer: the adapter is connected directly to the IP network.
Headsets (headphones with a microphone)
The headset is a combination of headphones and a microphone. The headset protects the hearing from the extraneous noise and allows the call center operator to exchange information with the interlocutor, leaving his hands free and directing all attention to the telephone conversation.
The office headset can be connected to the sound card of the personal computer (or a laptop). This is the most economical option for equipping the contact center, it does not require additional wired phones and provides all the operator needs.