Can You Optimize Value in Open Source Call Center Software Platforms?

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The call center is a complicated environment, one complete with incoming calls, outgoing calls, multiple channels of communications, forecasting, scheduling, up-selling, cross-selling, performance pressures and reporting. Just these things alone are enough to make your head spin, yet if you are in the contact center management role, you have to deal with these things every day. Have you thought about the potential offered in open source call center software? Here, you can take a deeper look into the opportunities that are offered in the open source call center software market. 

Outside of the Technology Infrastructure with Open Source Call Center Software

The open source call center software platform helps your organization eliminate the tangled technology infrastructure that exists within the traditional platform. You might be used to voice response, voice switches, speech recognition gear, firewalls, routers, servers for e-mail, multiple databases and more. This demands quite a bit of oversight and intellectual skill sets that demand a clear focus for optimal operation.

The challenge also exists in that these “silos” of voice and data present an environment that is expensive to implement, operate and maintain. You also have to remember the different workflows and integration technologies that are necessary to effectively handle all customer interactions. With open source call center software, you can eliminate much of the complicated infrastructure so you can focus on the business you need to get done.

How Did Open Source Call Center Software Gain Importance?

The introduction of the Internet changed everything in the call center space as it created the platform for open source call center software. Internet Protocol (IP) provided a platform on which voice and data could be converged to lower the total cost of the network. At the same time, all aspects of the interaction with a customer could easily be captured in one file for easy archiving and retrieval later.

Your organization can rely on open source call center software to capture keystrokes, conversations and changes to the customer’s account all in one file. Even more advantageous is the fact that open source call center software continues to improve as a result of dedication from a large developer community. Your solution will continue to improve as a result of feedback from users like you.

The StarPound Open Source Call Center Software

StarPound offers an open source call center software platform that the company promotes as the smartest, fastest and most cost-effective way for its clients to embrace the fundamental shift taking place in the customer value chain. This open source call center software platform offers features that are designed to rival the leading commercial software solutions for the call center. With its on-demand delivery model, the StarPound open source call center software solution can help your call center transform from the traditional way of doing business to embrace next generation technology platforms.

With open source call center software, you can leverage the latest capabilities in the industry, including interactive agents, collaboration, Web self-service and voice. With the open source call center software from StarPound, you can ramp up your capabilities without a significant up-front cash outlay. And, with transaction-based pricing model, the call center has complete control over cost over the course of operation.

 

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