Abstract:
Customer support service has now become an integral part of every large enterprise
since customer satisfaction is largely determined by the quality of service he/she
receives after purchase of a product/service. Traditionally legacy phone based PBX
systems are deployed to provide customer support service where operators are appointed
to receive calls and respond to customers’ queries or complaints. Unfortunately such a
system severely lacks accountability from the support service personnel. There are often
cases such as operator is not in his desk while the phone is ringing or may deliberately
leave the phone unattended, misbehaving with customers, not registering complaints
and doing the necessary follow-ups etc. There is very little system support for the
management to monitor and track such inappropriate conducts from the support service
employees. However all these desirable features can be achievable if legacy PBX
system is replaced by an IP-PBX system. In this project, we develop a solution for
accountable customer support service using Asterisk: an open source IP-PBX system.
Being open source, Asterisk given the flexibility to create rich features set for customer
support service at a very low cost.
