[asterisk-users] Asterisk IVR and Call Center Agents
k.mueller at portrix.net
Thu Apr 26 08:22:24 MST 2007
lists at infoway.net wrote:
>We developed a somewhat complex Asterisk-based IVR for a client of ours. When I say 'somewhat complex' I mean that this IVR is highly integrated with a set of middle-ware applications that allow the caller to perform extensive functions while navigating the IVR.
>This has been working great for the past year or so. However, now the client wants to add the ability for callers to be able to speak with a live agent. The trick is that the client wants to send the agent as much information captured in the IVR as possible.
>This would be relatively easy if the client had their own agets with phones registered on this asterisk box. However, the client is not interested in hiring and/or managing agents or a call center, and are mainly interested in outsourcing the call center services. Preferrably, the call center should be US-based.
>Call volume to the call center will not be significant. Probably 2000-3000 calls per week with an average duration of 4 mins per call.
>Can anyone recommend a solution to be able to send this data from the IVR to an outsourced call center?
As you already mentioned: You have a middleware integration and you use
asterisk. IAX channels allow to pass textual information or even use a
unique ID as the Extension. As long as the opposite party has an
asterisk too its quite easy. The callcenter needs to resolve the ID
against a (whatever/SOAP) Interface of your Server.
>Are there any call centers out there that are willing to work with us to integrate this, if it's at all possible?
>--Bandwidth and Colocation provided by Easynews.com --
>asterisk-users mailing list
>To UNSUBSCRIBE or update options visit:
Knud A. Müller
More information about the asterisk-users