2011/4/1 Raj Mathur (राज माथुर): > Background: > > The client is a large call-out business headquartered in NOIDA with call > centres in 5 other cities in India, including New Delhi. �At the time we > started, they had no IT or automation on the call floor at all. > > Before you see the words "call centre" and freak out, let me assure you > that this is one of those professional ones -- any telecaller found > calling a DNC number is immediately and publicly terminated. �In fact, > preventing calling of DNC was one of the reasons they wanted to give up > manual calling and switch to an IT solution where call-outs could be > controlled. > > All the implementation decisions were taken by Tirveni and I in > conjunction with the client's technical team. �We decided to go with > Asterisk for the telephony part and Linux desktops with headsets for the > tele-callers. > > To answer the specific questions Sudhanwa and Nirmalya put up: >
[snip: answers to technical questions (100 lines)] > We were lucky to partner with a very competent networking company for > the LAN portion. �The switch/VLAN design they did is also responsible > for the smoothness of the whole operation. > > To sum up, it is possible to run call-out (and by extension call-in) > centres using purely FOSS tools and technologies. �The two most > important things you need are: > > - A competent team or consultant who understands the technologies and > stumbling blocks involved, and > - Commitment from the organisation's management and technical leaders to > the solution. > > Given these, there is no reason why a FOSS solution cannot surpass > proprietary, commercial solutions in features and performance, and > undercut it thoroughly where pricing is concerned. > This is great. Congratulations! Are you also planning to document the experience and approach as a case study suitable for PHBs? Looking forward to see it in the likes of DQ, PCQ, LFYs, Profit etc. Congrats again. -- Manish _______________________________________________ Ilugd mailing list Ilugd@lists.linux-delhi.org http://frodo.hserus.net/mailman/listinfo/ilugd
