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


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 all kind of clients, from a soccer team to a 300 agents Call Center, and began to expand our activities through Latin America.

Mr. Keller, what's your view on the Asterisk call-center industry future in the next two years?
I'm pretty sure Asterisk Call-Centers solutions will replace most of the actual proprietary ACD solutions, mostly because its incredible easy implementation, lows costs involved, like Avaya for example.

What kind of benefits do you experience with the QueueMetrics integration?
QueueMetrics has been a huge addon to our portfolio, as it can fulfill most of our customers needs, allowing them to extract and analyze how the ACD is working and how productive it's been.

What are the key factors which make a successful Asterisk based call-centre?
As any Asterisk based project, I believe its success is related to, first of all, understand your customer's needs, how much money can he invest on, what exactly he expects from the project you are offering. When you, specifically asks about a call-center solution, I think you must focus on training the people who will operate the system, and I mean supervisors and agents, as well as they use your system, better your solution is going to get.

What are your thoughts about present and future strategic role of Asterisk call-center analysis softwares in our market?
Again, it's related to cut costs. Any Asterisk Call-Center solution is far cheaper than any other. We've recently ended a project involving Asterisk, QueueMetrics and an ASR software, for a hospital to measure how well patients and their companions weere attended. It's definitely a winning solution.

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