|By Rick Segrest||
|August 12, 2005 04:00 PM EDT||
Open source telephony will play a key role in keeping North American companies competitive in today's global marketplace. Not only does open source reduce upfront and operational costs, it increases productivity and furthers innovation in ways proprietary technologies cannot.
Take Aheeva as an example. Montreal-based Aheeva, a developer of call center applications, considered launching a spin-off company that would provide contact center outsourcing services including technical support, sales, and newspaper and cable TV subscriptions services.
However, at first glance it seemed too expensive since the start-up cost of setting up a call center (based on a proprietary PBX solution) would have cost close to $2 million.
In addition, many companies find that once an expensive standard PBX solution is implemented, it's not customizable, does not provide the level of support needed, and there is often little they could do to improve it.
Drawing from their vast expertise in evaluating and recommending call center technologies, Aheeva was in a position to compare solutions and implement a best-of-breed solution for its spin-off, the Atelka call center.
In March of 2003, they discovered Asterisk, the open source PBX/telephony application for Linux. Aheeva began as a three-man consulting service, with no call center. Working with high-end, very expensive, proprietary, hardware-based Lucent Genesis PBXs, they struggled to find contracts where they could deliver a fast return on investment.
By September 2003, six months after they discovered Asterisk, Aheeva dramatically increased the number of contracts they were able to pursue and win. Their new list of happy customers received the benefit of a reliable technology and a huge cost savings that Aheeva was able to pass along to them. Aheeva now continues to grow its consulting arm, adding 25 new employees including 15 engineers. Furthermore, they were now able to create the Atelka call center, which provided a new line of revenue for the company. By September 2005, Atelka will exceed 500 call center employees providing a wide range of services.
"We immediately saw the potential in the Asterisk solution," says Georges Karam, CEO of Aheeva. "We adopted Asterisk and got to know it very well."
Many companies now need call centers that can handle a high volume of calls for their technical support or sales department. Asterisk already has the functionality needed for this application built in: call queues, parking, extension logic, contexts, etc. "Call centers can benefit extensively from Asterisk-based call center solutions," says Karam.
Another key value-add for Aheeva was Asterisk's customizability. Aheeva was able to create several specialized tools to complement existing features and increase their contact centers' productivity.
Aheeva needed to simplify the configuration and administration of the existing Asterisk dial plan (Asterisk normally uses text-based configuration files to handle this). In addition, Aheeva needed to expand the ability of Asterisk to handle load balancing over an array of multiple Asterisk servers and switches, without losing track of the channel in which each individual call resides. This improved Asterisk's quick deployment and scalability.
AGI, or Asterisk Gateway Interface, is patterned after the Web's Common Gateway Interface so that the programmer can use his or her favorite programming language to create Asterisk applications, then communicate with Asterisk through STDOUT, receiving Asterisk's response through STDIN.
In the process of adding new features to Asterisk and testing its limits at the time, Aheeva discovered and fixed two bugs within the Asterisk code that appeared when you scale it to installations of this size. The Aheeva team submitted patches back to the community, which were well received. The stable branch of Asterisk 1.0 was introduced back in September 2004.
Though Asterisk started out as a basic PBX in 1999, it has expanded, integrating all of the major features needed in any type of telephone network for businesses. Because Asterisk has provided Aheeva with a high level of quality, as well as the ability to customize and upgrade inexpensively, it has enabled the company to compete with both the quality of big telecom companies, as well as the price of call centers in low-wage areas like India, Pakistan, and South America, as Aheeva is saving money on hardware and software instead of wages.
In the past six months since Asterisk has developed a stable development branch, Aheeva has not experienced any technical difficulties. Written for Linux, Asterisk is the most versatile open source telephony application available. Asterisk was launched as a C-based open source soft-PBX for Linux, but because of its open source model, Asterisk has expanded into an end-all be-all for telephony. It handles Voice over IP protocols in addition to TDM traffic (over traditional copper-wire telephone lines). In addition to PBX functionality, an Asterisk server can function as a soft-switch, an IVR menu system, a voice mail server, a call conference server, a media/music-on-hold server, etc.
Aheeva's COO, Francios Lambert, explains that if it weren't for Asterisk and Digium, "We would have never been able to grow the way we have, and the costs to implement our call center would have been prohibitive."
Instead, they quickly built an array of Asterisk servers, Digium high-density T1/E1 data and voice PCI cards, and soft phones for each user. Their total cost ended up being less than $400,000. Lambert added that the cost savings associated with implementing an Asterisk-based PBX to support its call center business has enabled the company to pass the savings onto its customers, and remain competitive in the outsourcing market.
Computer telephony integration applications are traditionally very expensive. But with an IP-based Asterisk call center, all the CTI functionality comes naturally. This has allowed Aheeva to build several new CTI applications to Asterisk make their call system more efficient. Because Aheeva uses soft phones, which go through the PC, calls can be integrated with e-mail, Web browsers, and the operating system. This eases Customer Resource Management as data can be routed wherever it needs to go, and can be presented to the agent receiving a call (e.g., customer name, photo, order history, etc.). Calls can also be routed to any agent anywhere. If a sales person receives a technical question, he or she can easily transfer the call to the first available agent with the correct skill set to provide an answer.
System administrators can also maintain an extensive database containing important statistics, such as how many agents are logged in or on the phone, how many calls they have made or answered, how long the average call is, etc. This data can be viewed and managed remotely. Statistics on each agent's work schedule for past days can be viewed in bar chart format representing the time they were working, took lunch or a break period, etc. An administrator may even listen into an agent's conversation if need be. Data on each agent's time talking to customers, time on hold, time off line, etc., may be compiled and computed to create a "Productivity ratio" for the entire group as well as each individual agent.
In addition, Aheeva has added an important CTI-based feature - answering machine detection. "We could not do without it," says Lambert. Answering machine detection can usually tell whether the phone on the other end was answered by a human or a machine, because people tend to answer the phone with a one-word greeting (like "Hello"), whereas recorded greetings tend to run on for a couple of sentences (e.g., "I'm not in... Please leave a number..."). The server can also detect the length of the pause before the greeting, another clue as to whether or not there is an answering machine on the other end.
Other custom solutions Aheeva created include a video screen capture application based in Macromedia Flash that merges sound and video; a multilingual, VoiceXML text-to-speech application that reads text to a caller (from documents such as help files or Web pages); and an automated, speech recognition application that transcribes contact center employees' voice recordings into text and loads it into a database. The text can then be archived and screened for words and phrases.
Aheeva has used Asterisk alongside its own technology to serve a variety of applications, including an automated stock quote service that users can call to obtain stock quotes through speech recognition applications. There are also applications for telephone flight schedules, movie ticket ordering, and winning lottery number information.
Aheeva's goal in the coming year and beyond is to remain the number one Asterisk contact center. Although they have a huge head start in developing the necessary technology to complement Asterisk, they will need to continue to innovate to compete with those companies who are quickly catching up.
SYS-CON Events announced today that Roundee / LinearHub will exhibit at the WebRTC Summit at @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LinearHub provides Roundee Service, a smart platform for enterprise video conferencing with enhanced features such as automatic recording and transcription service. Slack users can integrate Roundee to their team via Slack’s App Directory, and '/roundee' command lets your video conference ...
Sep. 29, 2016 05:45 AM EDT Reads: 1,500
Digital transformation is too big and important for our future success to not understand the rules that apply to it. The first three rules for winning in this age of hyper-digital transformation are: Advantages in speed, analytics and operational tempos must be captured by implementing an optimized information logistics system (OILS) Real-time operational tempos (IT, people and business processes) must be achieved Businesses that can "analyze data and act and with speed" will dominate those t...
Sep. 29, 2016 05:15 AM EDT Reads: 1,242
IoT is fundamentally transforming the auto industry, turning the vehicle into a hub for connected services, including safety, infotainment and usage-based insurance. Auto manufacturers – and businesses across all verticals – have built an entire ecosystem around the Connected Car, creating new customer touch points and revenue streams. In his session at @ThingsExpo, Macario Namie, Head of IoT Strategy at Cisco Jasper, will share real-world examples of how IoT transforms the car from a static p...
Sep. 29, 2016 05:00 AM EDT Reads: 1,634
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Sep. 29, 2016 04:30 AM EDT Reads: 4,677
Almost two-thirds of companies either have or soon will have IoT as the backbone of their business in 2016. However, IoT is far more complex than most firms expected. How can you not get trapped in the pitfalls? In his session at @ThingsExpo, Tony Shan, a renowned visionary and thought leader, will introduce a holistic method of IoTification, which is the process of IoTifying the existing technology and business models to adopt and leverage IoT. He will drill down to the components in this fra...
Sep. 29, 2016 04:00 AM EDT Reads: 1,812
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
Sep. 29, 2016 04:00 AM EDT Reads: 1,210
SYS-CON Events announced today that ReadyTalk, a leading provider of online conferencing and webinar services, has been named Vendor Presentation Sponsor at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. ReadyTalk delivers audio and web conferencing services that inspire collaboration and enable the Future of Work for today’s increasingly digital and mobile workforce. By combining intuitive, innovative tec...
Sep. 29, 2016 03:30 AM EDT Reads: 3,033
I'm a lonely sensor. I spend all day telling the world how I'm feeling, but none of the other sensors seem to care. I want to be connected. I want to build relationships with other sensors to be more useful for my human. I want my human to understand that when my friends next door are too hot for a while, I'll soon be flaming. And when all my friends go outside without me, I may be left behind. Don't just log my data; use the relationship graph. In his session at @ThingsExpo, Ryan Boyd, Engi...
Sep. 29, 2016 03:30 AM EDT Reads: 1,377
SYS-CON Events announced today that Pulzze Systems will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Pulzze Systems, Inc. provides infrastructure products for the Internet of Things to enable any connected device and system to carry out matched operations without programming. For more information, visit http://www.pulzzesystems.com.
Sep. 29, 2016 03:15 AM EDT Reads: 1,906
IoT offers a value of almost $4 trillion to the manufacturing industry through platforms that can improve margins, optimize operations & drive high performance work teams. By using IoT technologies as a foundation, manufacturing customers are integrating worker safety with manufacturing systems, driving deep collaboration and utilizing analytics to exponentially increased per-unit margins. However, as Benoit Lheureux, the VP for Research at Gartner points out, “IoT project implementers often ...
Sep. 29, 2016 03:15 AM EDT Reads: 3,578
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
Sep. 29, 2016 03:00 AM EDT Reads: 1,876
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
Sep. 29, 2016 02:45 AM EDT Reads: 1,718
As ridesharing competitors and enhanced services increase, notable changes are occurring in the transportation model. Despite the cost-effective means and flexibility of ridesharing, both drivers and users will need to be aware of the connected environment and how it will impact the ridesharing experience. In his session at @ThingsExpo, Timothy Evavold, Executive Director Automotive at Covisint, will discuss key challenges and solutions to powering a ride sharing and/or multimodal model in the a...
Sep. 29, 2016 02:30 AM EDT Reads: 530
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Sep. 29, 2016 02:30 AM EDT Reads: 2,178
WebRTC adoption has generated a wave of creative uses of communications and collaboration through websites, sales apps, customer care and business applications. As WebRTC has become more mainstream it has evolved to use cases beyond the original peer-to-peer case, which has led to a repeating requirement for interoperability with existing infrastructures. In his session at @ThingsExpo, Graham Holt, Executive Vice President of Daitan Group, will cover implementation examples that have enabled ea...
Sep. 29, 2016 02:00 AM EDT Reads: 1,594
SYS-CON Events announced today that Numerex Corp, a leading provider of managed enterprise solutions enabling the Internet of Things (IoT), will exhibit at the 19th International Cloud Expo | @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Numerex Corp. (NASDAQ:NMRX) is a leading provider of managed enterprise solutions enabling the Internet of Things (IoT). The Company's solutions produce new revenue streams or create operating...
Sep. 29, 2016 01:45 AM EDT Reads: 2,058
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
Sep. 29, 2016 01:00 AM EDT Reads: 2,311
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Sep. 28, 2016 11:30 PM EDT Reads: 3,975
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Sep. 28, 2016 09:15 PM EDT Reads: 381
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
Sep. 28, 2016 08:15 PM EDT Reads: 373