Open Solutions :: Large Scale and Custom Solutions

Open Solutions Custom Open Solutions have implemented a number of large scale and custom telephony solutions for our customers using Asterisk-based systems as well as other open source applications (including MySQL databases and Apache/PHP web applications servers).

We provide some basic details of those here while we await permission from our clients to name them and/or provide more specific information.

100+ Seat Call Centre

We worked with one Dublin based customer of ours to help them set-up a call centre in Northern Ireland to help support and grow their business. The call centre is 100% VoIP using soft clients. At the peak of its use, it had 120 staff but currently rests at about 100.

As most of their calls are to numbers in the Republic or Ireland, all calls are VoIP'd to servers in Dublin and they then break out to the PSTN network saving on international call charges as well as allowing them to leverage their existing investment in their Dublin call centre.

Using the same high-bandwidth line, Open Solutions helped this customer configure a VPN network allowing secure access to their CRM systems based in Dublin from Armagh.

This system has been live for approx. 18 months as of December 2007.

Computer-Telephony Integration

We were approached by a company offering services in the financial services sector to help them build an inbound call centre which would allow data capture and insertion into their CRM systems.

We used Asterisk as a peripheral application server sitting between their existing PBX and PRI lines which captures calls that map to their 1800/1850 numbers.

These calls are placed in a queue and passed in round-robin fashion to internal operators. The operators use a custom web application which displays details of the call (such as date, time, ad source based on the number dialled, etc) and allows additional capture of information. This information is then passed onto their CRM system (Salesforce in this case) for later call backs or actioning by financial planning consultants.

The system additionally allows for call recording and monitoring for training purposes and there are a number of reporting features built in.

This system has been live for approx. 8 months as of December 2007.