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The Future of the Asterisk Call and Contact Centre

The Future of the Asterisk Call and Contact Centre

What does the Future hold for Asterisk Call Centers?

Recently, Loway, a pascom Interoperability partner and the developer of Asterisk Call Center solutions QueueMetrics and the WombatDialer invited us to share our thoughts on the future of the Asterisk contact center as part of their Call Center Guru project.

Naturally, pascom CEO, Mathias Pasquay, was only to happy to add his thoughts and opinions formed as a result of being the founder of pascom and instrumental in the ongoing development of pascom’s business communications platform. While the full transcript from the interview can be found on the Loway project site, I thought it a nice idea to summarise his thoughts and views on what the future holds for the Asterisk Contact Center.

Mathias’ view on the industry looking forward over the coming years is one of continued growth in response to increased requirements in terms of improved customer service, greater flexibility and scalability. For these reasons, Mathias predicts that the contact centers of tomorrow will choose Asterisk based solutions over proprietary systems, which are often inflexible and do not scale accordingly.

What’s more, Mathias sees increased growth in the 3rd party application market with interoperability and application integration being key to the successful Asterisk Call Center as they strive to improve efficiencies and drive customer service by making business intelligence easier and more intuitive to access.

Summary

On a final note, the future for developers of Asterisk Call Center solutions, whether they be involved in delivering the phone system or the software layer that sits above the phone solution, is a bright one.

If you are considering switching or upgrading your telephony services to include ContactCentre functionality and Skills-Based Routing or would like more information regarding pascom, then give the pascom team a call on +49 991 29691 0 to discuss your requirements and get started within minutes using our free hosted business VoIP phone system edition.

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Philipp Meixner, CEO
As a communications agency with just under 20 employees, the pascom phone system is perfect for us. The technical concept simply functions, which is what you want. The service is exceptional and always accessible (even if it is rarely needed) and as one of the agency’s business partners, we can only recommend pascom: open, straightforward, pleasant to work with - great. Thank you pascom!

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Stephan Förderung, CEO
We chose pascom because their phone systems offer a sleek, easy-to-use UC client and administration UI whilst providing us with all the PBX and UC features, control and visibility that we could need from our business communications solution. As a result of our excellent experience, we are happy to recommend pascom phone systems to all our customers.

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Lars Hoeger, IT Director
When we make decisions regarding new systems, we want to make sure that we have both reins firmly in our hands. Therefore, it is essential to implement systems which adhere to OpenStandards, allowing us to seamlessly connect and integrate these into our existing systems. In addition, we require reliable suppliers, who are ready to customise their solutions to our requirements, which is why we chose pascom who offer exactly this service and more.

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Kassandra Martin, Deputy Director & Reception Manager
We chose pascom as our telephony solution in part due to the scalability, flexibility and ease of deployment. In addition, the pascom platform functions perfectly with our digital guest directories in our rooms whilst offering the largest range of features at easily the most cost effective price compared to alternative solutions. A further deciding factor was the wide choice of compatible hardware that choosing pascom afforded us.

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Markus Gerlitzki, Managing Director
My team and I pride ourselves on the level of excellent care we provide our guests. However, it can be distracting when the phone is always ringing and we constantly answer the same questions. Thanks to the pascom phone system, we have been able to set up an automated attendant self-service hotline which allows guests to quickly get answers and if required callers can be quickly and efficiently routed to an employee. The system greatly improves customer service with around-the-clock answers around opening times and courses and therefore reduces the strain on employees, ensuring we are free to cater to the needs of our on-site guests.


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