A Free Software Solution for Call Centers

Authors

  • Eng. Alejandro Rodríguez Reyes Profesor Asistente, Unidad de Compatibilización, Integración y Desarrollo de Software (UCID), UCI Author
  • Eng. Silvia María Llarch Leyva Profesora, Unidad de Compatibilización, Integración y Desarrollo de Software (UCID), UCI Author
  • Eng. Yanerys Gourrie Fernández Jefa de la línea de Call Center, UCI. Author

Keywords:

Call Center, Elastix, Asterisk

Abstract

Call centers are becoming an essential element in the relations between companies and their customers. ETECSA provides this type of service through a proprietary solution that implies high costs and the inability of developing new functionalities to be adapted to the national needs. For these reasons, this paper proposes a free software application for the development of functionalities to be applied to call centers in Cuba. It also describes the successful experience of the implementation of two call centers in the Bolivarian Republic of Venezuela.

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Published

02-12-2013

Issue

Vol. 10 No. 2 (2013): If We Never Think About the Future, We Will Never Have It

Section

Research Articles

How to Cite

A Free Software Solution for Call Centers . (2013). Tono, Revista Técnica De La Empresa De Telecomunicaciones De Cuba S.A, 10(2), 21-26. http://www.revistatono.etecsa.cu/tono/article/view/214