Building a Multi-Tenant Asterisk Based Call Center – BPO Solution.

A Business Process Outsourcing (BPO) organization is responsible for performing a process or a part of a process of another business organization; outsourcing is done to save on costs or gain in productivity.

A call center performs that part of a client's business which involves handling telephone calls. For example, might handle customer complaints or inquiry coming in over a telephone or perform outbound calls to leads or customer for feedback survey etc.

A call center is considering one of the BPO profitable components along with others business processes.

Now building a call center that can be used in BPO as one of the service, is challenging task since as a BPO service provider you need to consider different organizations wish list or business requirements.

For example, each organization will have its own CRM – Customer Relationship Management and will follow their own workflow and process.

Moreover, as a BPO service provider, you also need to consider lowering your cost on call center infrastructure and setup since BPO service beneficiary is outsource theirs call center operation to you to lower their own cost and you can’t spend high expense on building a costly call center for the BPO client.

Thanks to the Open Source technologies, that helps businesses to build cost effective, reliable and scalable solutions.

Asterisk ? is one of the open source communication technology that enable you to build a multi-tenant – call center BPO solution.

You can have IVR – (Interactive Voice Response) and Call Queue (ACD) management for each of your client independently by allocating call center agents to each organization in single Asterisk ? server.

In addition to the core Asterisk ?, Queuemetrics (Popular Call Center Reporting & Monitoring Application built exclusively for Asterisk ?) will be used to perform the agent management, real time dashboard & reporting.

Each BPO client will have its own instance of Queuemetrics and can integrated the CRM of their own choice with their own call recording data.

Below is the Architectural Diagram for such deployment. 

In the above diagram, single instance of Asterisk ? configured in High Availability mode with secondary server is able to feed the queues and agents logs to each separate instance of Queuemetrics and each Queuemetrics has independent VTigerCRM integrated.

To get more details on this BPO solution. Please contact DVCOM sales team.

[email protected]

Phone: +971-4-8873370