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Opensource Callcenter Software

Manual Dialer
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Manual Dialer
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As the name suggests, Manual Dialing is a basic dialer where the agents dial the contact numbers from the list of the customers manually one after another. It is the traditional dialer with which most small to medium call centers start (their operations). With a manual dialer, agents dial a number either from a pre-loaded list or by typing with a keypad. Agents then need to wait for the call to connect which can be either busy, wrong, or reach answering machine. Since manual dialing doesn’t have the scope of filtering these calls, hence it is the least efficient way of outbound calling.
Predictive Dialer Software
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Predictive Dialer Software
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A predictive dialer is a telephone control system that automatically calls a list of telephone numbers in sequence, screening out no-answers, busy signals, answering machines and disconnected numbers while predicting at what point a human caller will be able to handle the next call. Predictive dialers are commonly used for telemarketing, surveys, appointment confirmation, payment collection and service follow-ups. Sellers of predictive dialer systems claim that they greatly increase caller productivity.
Elastix Installation Support
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Elastix Installation Support
157
Elastix is an unified communications server software that brings together IP PBX, email, IM, faxing and collaboration functionality. It has a Web interface and includes capabilities such as a call center software with predictive dialing.
Free PBX Installation  Support
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Free PBX Installation Support
158
FreePBX is a web-based open source GUI (graphical user interface) that controls and manages Asterisk (PBX), an open source communication server. FreePBX is licensed under the GNU General Public License (GPL), an open source license. FreePBX can be installed manually or as part of the pre-configured FreePBX Distro that includes the system OS, Asterisk, FreePBX GUI and assorted dependencies.
ViCidial Installation Support
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ViCidial Installation Support
159
The VICIdial is a call center solution that has been popular all over the world. It specializes in predictive auto-dialing, inbound call routing, reporting and chat, email communication as well as other modules. Vicidial has been in development for a number of years, and has kept adding powerful features during that time. However, the most important feature of Vicidial is the fact that it is an open-source software, meaning it is free to distribute and use. Vicidial service covers almost 100 countries, with over 14,000 installations in contact centers. The service is available in 16 different languages, with the option to shift languages in a system or opt for a translation, making it one of the most diverse software platforms in the call center industry. This is one of the many reasons for its growing popularity, and why it is the software of choice in many organizations and companies around the world. In this article, we will discuss the various features that Vicidial offers, tips for using it to its full potential, and how that can impact the business.
ASterisk Now Installation Support
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ASterisk Now Installation Support
160
FreePBX makes it easy to create custom telephony solutions by automatically installing the plumbing. Its a complete Linux distribution with Asterisk, the DAHDI driver framework, and the FreePBX administrative GUI. Much of the complexity of Asterisk and Linux is handled by the installer, the yum package management utility and the administrative GUI. With the FreePBX download, application developers and integrators can concentrate on building solutions, not maintaining the plumbing.


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