The Loway Corporate Interview Blog

Asterisk Call-Center Gurus Speak

From highly skilled professionals to world-renowned experts, we know the key opinion leaders in the global Asterisk call-center community.


Juan Luis Picazo Marketing and Sales Manager of Micropyme speaks about the Asterisk call-center market future

2017-15-03

Micropyme Juan Luis Picazo is Micropyme's co-founder, leading the sales-marketing department and responsible for suppliers and strategic partners relationships. He has a Master in Marketing-Sales, MBA and more than 20 years of experience in IT and Communication industry.
More information at corporate websites: www.micropyme.com






Juan Luis Picazo Micropyme co-founder.


Could you please summarize for our readers your company profile, target customers and market?

We have more than 20 years of experience as consultants in the world of computing and communications. During this time, we have been at the side of our clients implementing solutions and services of maximum reliability and quality.
We support Open Source softwares and solutions because they are excellent alternatives to a great majority of business challenges.
Our solutions are stable, robust, scalable and respond to different areas of a company' organization, in a safe and effective way, while guaranteeing an adequate future evolution.
Our services and IT solutions cover the following areas:

  • VoIP and Unified Communications
  • Web conferencing and online learningRead more

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SoftBCom CEO Vladimir K. Dudchenko speaks about the Russian call-center market present and future

2017-08-02

SoftBCOM Vladimir K. Dudchenko founded SoftBCom in 2003 and remains a partner and the company’s permanent CEO.
He boasts 40 years working on IT projects, 20 of which were spent in the Russian and Soviet aerospace industry.
SoftBCom has expertise in various areas - mainly on IT infrastructure, applications performance management, security and communications.
Among its customers industrial and financial leaders, as well as mid-size and small companies.
More information at corporate websites: softbcom.ru and softbcom.com


Vladimir K. Dudchenko (right) and Vladimir V.Dudchenko – SoftBCom co-founders.

Could you please summarize for our readers the role of your company in the Russian call-center market in the last year?



Call center is a very broad concept, so call center market is also a very broad category.
It looks like a pyramid, with corporate-strength solutions at the top. These are used in huge call centers of major banks, telecom operators, etc.
At the bottom, there is a market generated by small businesses, which would only use free software, and use local labor force to tune it (zero spent on licenses, 0-100 EUR on labo... Read more

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Allison Smith's "Your Callers Are Hanging Up. Find Out Why".

2016-11-03

Allison Smith Allison Smith "The Voice of Asterisk", is an internationally-recognized professional voice talent, and one of the top telephone voices working today. If you've maneuvered through prompts while calling a Fortune 500 company, participated in a telephone customer satisfaction survey, signed onto a conference call, listened to the public airwaves, took an online training module, ordered a hotel wakeup call, or even received an automated call notifying you of an upcoming medical or dental appointment, chances are, you've heard Allison. Allison has voiced platforms for Vonage, Bell Canada, Sprint, Cingular, Verizon and Qwest, but she is most proud of her work as the Voice of Asterisk, voicing Asterisk prompts since its inception, and far into the future. Clients include Marriot Hotels, 3M, Pfizer, Toyota, Victoria's Secret, Bank of America and EBay among many others.

I record IVR prompts for a vast variety of industries. One day, it’s the phone tree for a sandwich shop in Saudi Arabia, the next: a mortuary in New Jersey. Regardless of what type of business it is, and aside from the various “styles” of re... Read more

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Anas ALHILAL of Lazada, speaks about the future of Asterisk call-centers business

2016-08-31

Anas ALHILAL Anas ALHILAL is an experienced manager and entrepreneur in IT and Telecommunication. After a significant experience in Consulting, Anas has founded Medina Telecom and launched UniBOX, an all-in-one information system for Businesses.
Anas is currently Regional Operations Manager at Lazada.

Could you summarize for our readers your profile and your role in Lazada organization and the core business of the company?

Lazada is a major e-commerce player in south east Asia. My role as a Regional Operations Manager is to select and implement the right technology that fits the needs of the company to achieve more automation and enhance customer experience.

Mr. ALHILAL, what's your view on the future of the Asterisk call-center industry in the next two years?

Organisations looking for a flexible, cost effective and quick to implement solution for their call-centers will still be inclined to choose an Asterisk implementation.
However, maintenance and support will still be challenging as these organisations do not have the right resources and expertise to ensure a minimal downtime and use the solution to the fullest.
This represents a real opportunity for companies solutions with added value on top of the Asterisk stack. These value added... Read more

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Bruce Kaskey co-founder of OrecX company and contact center guru, speaks about the present and future of Asterisk industry

2016-08-10

Bruce Kaskey Bruce Kaskey has over 28 years of experience in technology product management, sales and marketing. Prior to co-founding OrecX Bruce worked at Stevens Communications and Eastman Kodak.

Could you summarize for our readers your profile and your role in the Asterisk community?
OrecX has been a dedicated Digium-Asterisk Software Partner for over 10 years. OrecX offers high end call center grade call recording, screen capture and Quality Management tools for Asterisk based PBX systems.

Oreka Asterisk Call Recording is typically useful in high density Asterisk application where it’s best to offload recording to a separate system and make 100% sure that recording cannot impact the performance or reliability of core switching capabilities.

Mr. Kaskey, what’s your view on the future of the Asterisk call-center industry in the next two years?
As controlling contact center costs and full, open interoperability continue to be rising concerns in the customer service industry, we see the Asterisk (and open source) call center industry continuing to proliferate across organizations of all sizes and industry sectors. See our recent Asterisk blog post titled "The Rise of the Open Source Contact Center" in June 2016 in which we highlight the many advantages ... Read more

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Dan Jenkins founder of Nimble Ape Ltd and contact centres technology guru, speaks about the evolution of the Asterisk community and market

2016-05-02

Dan Jenkins Dan Jenkins is the founder of Nimble Ape Ltd, based in the UK. Nimble Ape is just over two years old and concentrates on building solutions around real-time communication for our clients. Dan's known for working with Node.js and real time communications such as WebRTC. As a Google Developer Expert in Web Technologies, he's seen as an expert in WebRTC. You'll see him speaking at numerous conferences throughout the year talking about building scalable web applications, WebRTC and of course Asterisk.

Could you summarize for our readers your profile and your role in the Asterisk community?
I'm the founder of Nimble Ape. Before Nimble Ape, I was a software engineer, building scalable APIs and integrations into Asterisk; this is where I really joined the Asterisk community. I'm a web developer, not a telecommunications engineer - this benefits and disadvantages in varying situations! In 2014 I was part of the team who built the Respoke Platform (Digium's Web Communications Platform). I've also spoken at the last 4 Astricon Conferences.

Mr. Jenkins, what’s your view on the future of the Asterisk call-center industry in the next two years?
I think we're going to see a major shift in how contact centres operate; no... Read more

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Charles Miller, Chief Technology Officer at S2G and Asterisk guru, speaks about the evolution of the Asterisk community and effective call-center management business

2016-02-04

Charles Miller Mr. Miller has more than 16 years of contact center experience. Prior to joining Support Services Group (S2G), he spent the last 6 years as CTO of a contact center company called UpSource Inc. Before UpSource Inc., he spent 10 years working for telephony companies Verizon and Bell Atlantic managing technology and operations for over 30 contact centers located in the United States, Canada, Mexico, India, and the Philippines. Mr. Miller started his career at Gateway as a Technical Support Professional in the late 1990s. He is co-inventor of a USA patent for a security apparatus, method, and computer program for contact centers and currently holds certification as a Certified Information Systems Security Professional (CISSP). Mr. Miller holds a BA in Business Administration and a BS in Computer Information Systems from Saint Leo University; and MS in Information Systems specializing in Information Systems Security from Northwestern University. Mr. Miller joined S2G in January 2015.

Could you summarize for our readers your profile and your role in the Asterisk community?
Prior to my role as Chief technology officer (CTO) at Support Services Group (S2G), Asterisk was a well-known platform, but was generally never considered a viable p... Read more

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Alistair Cunningham, founder of Integrics, speaks about the present and future of Asterisk call-center industry

2016-01-01

Alistair Cunningham Alistair Cunningham is the founder and owner of Integrics, the company behind Enswitch. After graduating from Cambridge University in 1999, he worked as a telecoms installation engineer at Voicerite, an IBM partner, where he developed a taste for travel. In December 2004, he founded Integrics Ltd. The Enswitch product started in early 2005, and since then has steadily grown in features and customer base. Originally from Northern Ireland, Alistair Cunningham is now a global nomad and travels the world non-stop.

Could you summarize for our readers your profile and your role in the Asterisk community?
I'm the founder of Integrics. We're the creators of Enswitch. It's a feature rich and highly scalable softswitch for commercial telephony services such as hosted PBX, residential ITSP, and SIP trunking. It use... Read more

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Allison Smith, The Voice of Asterisk, speaks about the evolution of Asterisk call-center industry

2015-12-01

Allison Smith Allison Smith "The Voice of Asterisk", is an internationally-recognized professional voice talent, and one of the top telephone voices working today. If you've maneuvered through prompts while calling a Fortune 500 company, participated in a telephone customer satisfaction survey, signed onto a conference call, listened to the public airwaves, took an online training module, ordered a hotel wakeup call, or even received an automated call notifying you of an upcoming medical or dental appointment, chances are, you've heard Allison. Allison has voiced platforms for Vonage, Bell Canada, Sprint, Cingular, Verizon and Qwest, but she is most proud of her work as the Voice of Asterisk, voicing Asterisk prompts since its inception, and far into the future. Clients include Marriot Hotels, 3M, Pfizer, Toyota, Victoria's Secret, Bank of America and EBay among many others.

How have you seen Asterisk change since you started voicing the prompts almost 13 years ago, how has it evolved?
I think the biggest and most profound changes I've witnessed, being on the "front lines" of Asterisk and interacting directly with the community and recording their prompts, is the sheer vastness and variety of uses for Asterisk. I'm constantly astounded by ... Read more

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Alexandre Keller, CEO of Asteriks, speaks about the future of call-center market

2015-07-13

Alexandre Keller Alexandre Keller has been working in the Telecom area for the last five years. During 2006 and 2014 he had over 700 attendees on his Asteriks PBX courses administered in Brazil and Portugal, and developed VoIP projects based on Asterisk PBX. He worked for Virtual Office, founded Obelisk and is the CEO of Asteriks Tecnologia, a newly formed company focused on training and providing services within the Telecom Area, specializing in Asterisk PBX, located in São Paulo, Brazil. Alexandre has a bachelor degree in Computer Science and has been working in network management since 2001. In 2008 became a dCAP (Digium Certified Asterisk Professional), and published a book by Novatec Publisher in 2009 so-called "Asterisk na Prática".

Could you summarize for our readers your company profile, your target customer and reference market?
My partner, Mr. Jobson Andrade, and I got to known each other as individual consultants in a project for a PSTN Company, became friends and decided to start a company, in 2008, focused on understand our customers needs and offer them the best solution available using Asterisk, QueueMetrics and OpenSips. We have... Read more

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Andrés Herreiz, founder of Quarea, speaks about the future of call-center market in this new interview for the Loway blog

2015-04-27

Andrés Herreiz My name is Andrés Herreiz and I was born, live and work in Barcelona, Spain. I have a Telecom Engineer degree from UPC (Universitat Politecnica de Catalunya, 1995). With my partner Lluís Riera we founded QUAREA in 2003. Now I'm a full time entrepreneur focused on improving and promoting our company. We are specialized in VoIP solutions for SMB and Enterprise Spanish market, based on Asterisk. Formerly I was working as Account Manager in Intermec Technologies (1996 to 2001) and Cable and Wireless (2001 to 2003).

Could you please summarize for our readers your company profile, your target customer and reference markets?
QUAREA was founded with the target to supply quality IT services and solutions, mainly in VoIP area. Nowadays we are a leading provider for Asterisk IP PBX solutions and advanced contact center systems. Our portfolio includes traditional hardware on site solutions and virtual or cloud based solutions. Our customers are SMB or Enterprise companies from very different sectors. We are proud to work for large companies like Indra, Leroy Merlin, Elecnor, Alstom...

What kind of benefits do you experience using and selling Queuemetrics and WombatDialer?
An ACD with Queuemetrics is always a key component of our Asterisk solution proposal for any kind of company, not only call centers. We are also Queuemetrics and WombatDialer... Read more

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Mathias Pasquay, CEO of Pascom Netzwerktechnik, speaks about the future of contact-center industry

2015-03-09

Mathias Pasquay Mathias Pasquay is the co-founder and CEO of pascom Netzwerktechnik, Germany, with over 10 years experience in the delivery of integrated systems based on open source software. A software developer at heart, in 2008 Mathias was instrumental in the creation of pascom's Asterisk based mobydick VoIP software PBX, which delivers a user friendly and feature rich unified business communications platform.

In addition to his role as CEO, Mathias is responsible for overseeing all aspects of mobydick's future development and growth. Playing an active role in all departments including software development, sales, marketing and channel growth. Thus, providing him a unique insight into upcoming market trends based on both customer requirements as well as advancements in technology.

Q: Could you please summarize for our readers your company profile, your target customer and reference market?
Founded in 1997, pascom Netzwerktechnik saw the Pasquay brothers turn their passion for IT into a highly successful career path. Originally formed as a traditional IT systems integrator, the company reacted to the advancements in IP technologies and the strengthening trend moving companies away from traditional systems by developing mobydick, an Asterisk based software IP PBX. Since then, pascom has grown into leading... Read more

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Tony Russell of Clarotech Consulting speaks about the future of Asterisk contact-center industry

2015-02-02

Tony Russel Antony Russell was born in Bedford, UK and moved to South Africa when he was eleven. He graduated from the University of Cape Town with a B.Sc. (Hons) in Computer Science in 1987 and then worked at a number of Information Technology firms before founding Clarotech with Colin Fair and David Alexander in 2001. One of the early projects Clarotech took on was to implement a call center, using the then new Asterisk. Seeking mentorship, he formed a friendship with Stephen Davies, an active contributor to the Asterisk project. Since then he has become a recognised Asterisk guru and Asterisk champion in South Africa. He is the only person to hold two dCap certificates and presents official Digium training courses in South Africa. He spends his free time teaching people how to fly light aircraft.

Q: Could you summarize for our readers your company profile, your target customer and reference market?
Clarotech Consulting is an Information Technology company based in South Africa offering infrastructure support, consulting and telephony services to the mid-market, corporate and dedicated call centres throughout Southern Africa.
We are a leading provider of Asterisk PBX products, support and training. Our flagship PBX and Call Centre solution is shift*eight, an integrated PBX solution based on Asterisk open source and in-house customised software.
We also offer cloud-based... Read more

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Pete Engler, Asterisk Marketing Manager at Digium speaks about the Asterisk call-center industry present and future.

2015-01-12

Pete Engler Pete Engler is the Channel and Asterisk Marketing Manager at Digium. He joined the company in 2008 as the Product Manager for Asterisk hardware products before moving to Marketing. Prior to Digium, he served as a Product Manager in the Enterprise and SMB teams with Avocent Corporation, Applications Engineering at ADTRAN and 10 years in Information Technology as a Desktop and Network Administrator. As Channel and Asterisk Marketing Manager, Pete is responsible for channel marketing and lead gen programs for Digium's worldwide network of partners, as well as marketing campaigns that continue to drive demand for Digium's portfolio of telephony products, including Switchvox Unified Communications phone systems and Switchvox Cloud; and products for custom communications projects with open source Asterisk.

Q: Could you summarize for our readers your company profile, your target customer and reference market?
Digium, Inc., the Asterisk Company, created and is the innovative force behind Asterisk, the most widely used open source telephony software. Since its founding in 1999 by Mark Spencer, Digium has become the open source alternative to proprietary communication providers, with offerings that cost as much as 80 percent less. Digium offers Asterisk software free to the open source community and offers Switchvox, Digium's Unified Communications solution to power a broad f... Read more

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Billy Chia, marketing lead for Respoke and Asterisk guru speaks about the future of Asterisk call-center industry.

2014-11-04

Billy Chia Billy Chia is the marketing lead for Respoke, a web communications platform that makes it easy for web and mobile developers to add live video, voice, messaging and data features to any website or app. Respoke is a service of Digium, Inc. To see more from Billy you can follow him on Twitter.

Q: Could you summarize for our readers your company profile, your target customer and reference market?
Digium is the founding company and primary sponsor of the Asterisk open source project. Digium provides many products and services built from Asterisk, and designed to work together with Asterisk, including IP Phones, Telephony Cards and the Switchvox Cloud hosted Unified Communication solution. I lead the marketing efforts for Respoke, a new service offering from Digium. Respoke provides a cloud platform and set of developer tools designed specifically for web and mobile developers to allow them to easily add communications features to any website or app. (More info at www.respoke.io)

Q: Mr. Chia, what's your view on the Asterisk call-center industry future in the next two years?
Asterisk is a technology that has fueled growth world-wide in the call-center industry. It is used by companies of all sizes from the largest Fortune 500 companies... Read more

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Paul Estrella, Chairman of ElastixWorld and CEO of Protodigits, speaks about Elastix and the future of Asterisk call-centers industry.

2014-09-23

Paul Estrella Paul Estrella is an Industrial Engineer from Ecuador. He is part of the Elastix project, and runs its training program. In 2011 he begun a parallel project called OpenDireito, a blog oriented to talk about technology and open source solutions. Paul is also the Chairman of ElastixWorld, the coordinator of Asiri.ec, and the CEO of Protodigits a product development company.

Q: Could you summarize for our readers your company profile, your target customer and reference market?
Our company works on engineering with a focus on software and product development. Our targets are SMB companies, however we have been doing large implementations more often in the last two years.

Q: Mr. Estrella, what's your view on the Asterisk call-center industry future in the next two years?
I think Asterisk broke the myth about Call Center implementation performed just by high tech companies. The accessibility to the functionality, that Asterisk provides, will prove to be the reason why more companies will implement their own contact center department, which will benefit marketing, product development and improve service and support... Read more

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Marco Signorini, Engineering Lead for Loway, speaks about present and future role of analysis softwares in the Asterisk call-center market.

2014-09-15

Marco Signorini Marco Signorini has been Engineering Lead for Loway since 2008. Prior to joining Loway he was Software Engineer for a AGB, a division of Nielsen Media Research working on TAM, and Advanced Electronics Application Engineer for Whirlpool Europe.
Earlier experience included Bluetooth and MPEG4 researches for ST Microelectronics. He attended Politecnico di Milano in Italy where he majored in Telecommunication Engineering.

Q: Mr. Signorini, what's your view on the Asterisk call-center industry future in the next two years?
I think Asterisk generated the opportunity to implement a call center in situations where, before the Asterisk era, it was inhibited by costs associated to the traditional telephony systems. For this reason the number of active call center is moving forward and I expect the trend will not change in the next two years. That's why with QueueMetrics call-center suite development we are going in this direction.
The Linux ad-hoc distributions targeted to telephony allows smart users to setup a very small call center in a few clicks and at no cost. At the same time, highly, reliable and professional solutions... Read more

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Vance Dailey, CIO of Intermedia Marketing Solutions, speaks about the future of Asterisk call-center industry.

2014-09-01

Vance Dailey Vance Dailey has been CIO of Intermedia Marketing Solutions since 1990. Prior to joining Intermedia he was manager of systems development at Foster Medical, a division of Avon Products.

Earlier experience included application programming for a Pensylvania based consulting firm. He attended Pennsylvania State University where he majored in General Science.

While at Intermedia Marketing he has transitioned Intermedia from an antiquated platform based on proprietary hardware to an industry leading call center platform architected on an integrated mix of open source, proprietary and internally developed applications. The winner of several industry awards, Intermedia's technology is recognized as among the most advanced and... Read more

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Vladimir Dudchenko speaks about his recent Load test of IP PBX Asterisk powered by WombatDialer

2014-08-18

Vladimir Dudchenko After finishing MIPT - leading Russian technical university in 1973 Vladimir for the next 20 years has been working for Russian space industry, participating in various IT projects for orbit stations and vehicles.

The next 10 years he has been working for private IT companies in different positions, until in 2003 he has founded SoftBCom - company for IT services and consulting.

SoftBCom has expertise in various areas - mainly on IT infrastructure, applications performance management, security and communications. Among its customers industrial and financial leaders, as well as mid-size and small companies.

Last few years the main activity of SoftBCom was devoted to integrated projects combining infrastructural and communication components, including Asterisk and Asterisk... Read more

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