Solution to an insufficient level of redundancy at the call centers platform

Abstract

This paper offers an alternative solution to the insufficient level of redundancy of the ETECSA’s Call Center platforms in the country. The aim is to take advantage of the VoIP and the Free Software to achieve this goal. The selection of the new version was the result of a cost-benefit analysis of different technologies. After selecting the Asterisk PBX, its functionality for the service requirements was evaluated. So far, the results obtained are favorable. The proposal not only seeks to solve the problems detected, but may also be considered for the implementation of new centers or as a support for operating architectures growth. This alternative can optimize, economically speaking, a service with significant challenges.