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Anatomy of an Open Source Call Center
Harnessing Open Source Software to Power Live Answering Service
Scalable, flexible and community-focused
Leveraging the power of the open source community, call centers can move beyond traditional answering service technology, relying on antiquated technologies and proprietary vendors.
As the architects of our own technology, here at VoiceNation, we have consistently led the industry with the simplest pricing structure out there, consistent, reliable service, and cutting edge technology. That's why in June of 2015 OpenAnswer is available to download for free. That's right, we're giving away our answering service software for free and releasing it open source.
How an Open Source Call Center Works in Theory
Now, from a high level there are a few key components to setting up an open source call center. This graphic breaks it down from the web to the operator. With the release of OpenAnswer, our process is a little different now but the details are broken down in the documentation over at VoiceNation.com/OpenAnswer
Fueled by Open Source Tools
By tapping into a carefully selected collection of open source software, you can be up and running quickly in your call center.
Asterisk is software that turns an ordinary computer into a communications server. Asterisk powers IP PBX systems, VoIP gateways, conference servers and more. It is used by small businesses, large businesses, call centers, carriers and governments worldwide. Asterisk is free and open source. Find out more →
FreePBX is an easy to use GUI (graphical user interface) that controls and manages Asterisk, the world's most popular open source telephony engine software. FreePBX has been developed and hardened by thousands of volunteers over tens of thousands man hours. Find out more →
Bandwidth.com has the ability to power service to 99.5% of US business addresses in the lower 48 states and have local and long distance service to every major metropolitan area in the United States and most tier 2, 3, and 4 markets. Find out more →
In addition to being a powerful, flexible firewalling and routing platform, pfSense includes a long list of related features and a package system allowing further expandability without adding bloat and potential security vulnerabilities to the base distribution. pfSense is a popular project with more than 1 million downloads since its inception, and proven in countless installations ranging from small home networks protecting a PC and an Xbox to large corporations, universities and other organizations protecting thousands of network devices. Find out more →
The Apache HTTP Server Project is a collaborative software development effort aimed at creating a robust, commercial-grade, featureful, and freely-available source code implementation of an HTTP (Web) server. The project is jointly managed by a group of volunteers located around the world, using the Internet and the Web to communicate, plan, and develop the server and its related documentation. This project is part of the Apache Software Foundation. Find out more →
MySQL is the world's most popular open source database software, with over 100 million copies of its software downloaded or distributed throughout it's history. With its superior speed, reliability, and ease of use, MySQL has become the preferred choice for Web, Web 2.0, SaaS, ISV, Telecom companies and forward-thinking corporate IT Managers because it eliminates the major problems associated with downtime, maintenance and administration for modern, online applications. Find out more →
SugarCRM is the world's leading provider of open source customer relationship management (CRM) software. Over 7,000 customers and more than half a million users rely on SugarCRM to execute marketing programs, grow sales, retain customers and create custom business applications. Find out more →
Call Center Reports and Recordings
Oreka TR allows clients to search, find and categorize recordings based on time or date of call, incoming phone number, outgoing phone number or other customer requirements. Find out more →
With over 150 quantitative metrics available in QueuMetrics, your call center runs smoothly and problems are easily pointed out. You can measure budget targets, SLA targets, agent activity and more, with a level of details that goes down to listening to any call on any queue - and right from your browser. Find out more →
The Firefox browser is created by Mozilla, a non-profit organization whose mission is to promote openness, innovation and opportunity on the Web. Find out more →
Ubuntu is easy to use and it comes with thousands of free applications. In the six (6) years of it's life, Ubuntu has had NO VIRUSES! Lean, fast and powerful, Ubuntu delivers services reliably, predictably and economically. Find out more →
OpenOffice.org 3 is the leading open-source office software suite for word processing, spreadsheets, presentations, graphics, databases and more. Find out more →
Zimbra is a next-generation collaboration server that provides organizations greater overall flexibility and simplicity with integrated email, contacts, calendaring, sharing and document management plus mobility and desktop synchronization to users on any computer. Find out more →