Use of Asterisk in Contact Centers
We currently use Asterisk for basic use cases and internal communications at a corporate level. Although it is a powerful tool and offers …
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What is Sangoma Asterisk?
Asterisk is an open source toolkit for building communications applications, now owned and supported by Sangoma (acquired with Digium in 2018). Most Asterisk-based systems and solutions require additional components (e.g. IP-phones, VoIP gateways or telephony interface cards, and other hardware),…
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Information Systems Internacional (Telecommunications, 51-200 employees)
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What is Sangoma Asterisk?
Asterisk is an open source toolkit for building communications applications, now owned and supported by Sangoma (acquired with Digium in 2018). Most Asterisk-based systems and solutions require additional components (e.g. IP-phones, VoIP gateways or telephony interface cards, and other hardware),…
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
Digium Asterisk is a versatile phone system that is widely used by organizations seeking an affordable and configurable solution. Users have reported that one of the key benefits of this product is the ability to create custom applications, which has allowed them to automate tasks that were previously manual. Additionally, the Asterisk PBX feature has proven to be invaluable for inbound calling and conference calling within the organization.
One particular use case where Digium Asterisk has been highly effective is in solving the problem of conducting meetings across various parts of the organization. By leveraging the conference calling feature, staff members can easily dial into a dedicated conference number set up on the PBX and conduct meetings seamlessly. This has significantly improved communication and collaboration among team members who are geographically dispersed.
Furthermore, Digium Asterisk offers the flexibility of creating a PBX through any device with Linux, allowing organizations to manage calls through VoIP devices. Users have praised the system's capability to set up phone rules, forward phones, or have calls go straight to voicemail, providing them with greater control over their telephony communications.
The affordability and scalability of Digium Asterisk are additional advantages that make it an attractive option for medium to large organizations. Implementing this system as a VoIP communications solution has been successfully done in city government settings both for internal and external use. Users have also highlighted the ease of setup and minimal issues encountered during implementation.
Another noteworthy aspect of Digium Asterisk is its ability to facilitate integrations with existing infrastructure and hardware, saving organizations from relying on outside vendors for modifications or customizations. This level of in-house control empowers businesses to easily adapt the system to their changing needs without incurring significant costs.
Lastly, users have expressed appreciation for the vast resources available online when seeking solutions or learning about Digium Asterisk. Through online forums and communities, users can find answers to most problems they encounter when working with Asterisk, further enhancing their experience and fostering a sense of self-sufficiency.
Digium Asterisk has proven to be a reliable, customizable, and user-friendly phone system that offers a wide range of use cases for organizations seeking an affordable and flexible solution. Whether it be automating manual tasks, facilitating conference calling, or managing calls through VoIP devices, users have found value in this product's features and the ability to tailor it to their specific needs.
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December 31, 2023
Use of Asterisk in Contact Centers
We currently use Asterisk for basic use cases and internal communications at a corporate level. Although it is a powerful tool and offers many options at the integration level, it has many limitations when going to the next level, such as in contact center communications. In these cases, we have had to use other types of tools specialized in these use cases
- Easy communication and configuration with many soft phone and hard phone models
- A great community that helps the software have more and more functionality
- The CLI works quite well and there are many projects with graphical interfaces, but they are not very intuitive or friendly to inexperienced users.
- My main experience is in the contact center area and this module still lacks many functionalities, as well as tools for analyzing results or reports.
- Since Asterisk is an open-source tool, it does not require very large investments at the infrastructure level, which helps to have a quick ROI.
- There is a wide range of professionals to carry out software maintenance and support with internal company resources.
- Has no associated annual or monthly licensing costs
- Genesys Cloud CX and Genesys Multicloud CX (discontinued)
With Asterisk it is possible to implement contact center modules, however, they are simple modules that have many limitations and that can be very good to be implemented in companies that are starting their path since they do not require very large investments, but later they may be required to look for more specialized tools
June 23, 2019
Digium -- For true IT professionals
Digium Asterik is the phone system used by a previous employer. It is used across the whole organization to provide an affordable and very configurable phone system. Digium Asterik allows us to create custom applications to be used with our phone system, which is vital to the business. We are able to heavily automate many tasks that were previously manual.
- Customization.
- Granular Setup.
- Affordable.
- Documentation is scarce, so you have to learn by trial and error.
- Not cloud-based, and there's no mobile app.
- The ability to email voicemail messages would be great.
- It's cost-effective, so ROI is easy to attain.
- Training or expertise costs can be high if you don't have an expert on staff.
- The ability to create custom applications can save a lot of man hours.
Recently I've been using Vonage Business, and while it is far more expensive and a lot less configurable than Digium, the mobility is essential for my new role. Digium is ideal for a business with both a very technical staff and a user base that is not remote. Digium was selected due to price and ability to create custom applications.
February 09, 2018
Asterisk is awesome
Been a free open source PBX it has made business sense to use it making our costing lower. By having an in-house PBX we change and modify things immediately without having to log a ticket with an outside company (time and cost)
It is easy to set up, and we have had very few problems. We currently run 1.8 and 12 in two of our offices. I would strongly suggest medium to large organisations go this route. You can learn most things about Asterisk online and find solutions to most of your problems.
It is easy to set up, and we have had very few problems. We currently run 1.8 and 12 in two of our offices. I would strongly suggest medium to large organisations go this route. You can learn most things about Asterisk online and find solutions to most of your problems.
- it is as flexible as you want it be
- been open source it is free
- I have yet to find a limit to its capabilities
- a good gui would be great
- skill base call center application
- being zero cost, we saved at least 3 million on what a legacy pbx would have cost
- the savings and speed means lower cost on our service making us more competitive
- stability
I haven't worked on any of the above
January 25, 2018
Digium Asterisk implemented in a City Government
Digium Asterisk has been implemented in our city government as a VoIP communications system for both internal an external use. The system is used to implement internal phone extensions with the ability to reach landlines with the hardware provided as an interface to communicate with the rest of the world. The required budget to create a project like this is way below compared to any other alternative like a conventional PBX. Also, the scalability is best achieved with Asterisk.
- I appreciate the fact that is based on open source code.
- The company provides hardware to implement a specific solution for your needs.
- Cheaper than any other options as a VoIP system. You can use softphones which lowers the price of the project.
- The scalability of the solution can be well achieved with the right hardware.
- It's hard to find certified people in the area that I live in.
- The fact of relying on open source makes the project hard to sell to the upper management.
- The vendor is the only one who supplies the hardware to make it work. You can't find it anywhere else.
- The ROI is achieved sooner than any other solutions in the market because of the scalability and the price of the project (lower than the rest of the options)
- Scalability is a very important point to remark. Because you can extend coverage to branch offices anywhere in the world.
- The ability to add an IVR on top of the system that handles all of the incoming calls saves money on your project.
I have used many other systems such as Cisco Call Manager, Avaya Communication Manager, Nortel Meridian, small Panasonic PBX. All of them are proprietary and more expensive in both hardware and software. Digium Asterisk stacks up against them because the price of the hardware and software is lower and very intuitive.
December 19, 2017
Asterisk VOIP
The Asterisk PBX is used within our organization, in the departments and other branches within the organization. It was initially set up to be used as inbound calling PBX for the contact center.
However, it was changed and used for the conference calling within the organization. This has solved a remarkable problem in terms of having to conduct conference board meetings across various parts of the organization. Staff within the organization can dial into the conference number set up on the PBX asterisk FreeSWITCH and conduct meetings.
However, it was changed and used for the conference calling within the organization. This has solved a remarkable problem in terms of having to conduct conference board meetings across various parts of the organization. Staff within the organization can dial into the conference number set up on the PBX asterisk FreeSWITCH and conduct meetings.
- Inbound and Outbound Callings for CSRs for a contact center
- Conference setup for the users within the organization by dialing an E1 number set up on the asterisk server
- Inbound Interactive Voice Recording setup
- The auto bitrate for users needs to be improved
- Not very efficient when using SIP soft-phones.
- The tariff has for using mobile devices for meetings as well as conferences is expensive. Hence the need to setup an Asterisk server for this. This has solved business problems in terms of cost
- More and more interactive IVRs can be loaded on the asterisk server and played at various periods at the contact center.
- freeswitch, geneysis and elastic
If we were to compare these three against Asterisk. It will be that asterisk is quite easy to install and setup and works effectively well on a Linux server. It has well suited GUI and CLI option for coders. It works well with soft and hard phones by just knowing the parameters to work with