Presented by:Presented by:

Lenz EmilitriFounder, Loway@lenz

Asterisk® in the Contact CentreAsterisk® in the Contact CentreSatisfaction Report 2018Satisfaction Report 2018

What about this?

This slide deck is an extendedversion of the talk that was heldat Astricon Orlando 2018.

It contains the same slides,plus additional informationon QueueMetrics ratings.

Asterisk @ LowaySome History:

● Started working with Asterisk in 2003● Developed QueueMetrics in 2005● Developed WombatDialer in 2012● Launched QueueMetrics Live in 2015

Installed base:

QueueMetrics currently deployed in thousands of call-centers worldwideAverage site: ~50 agentsLargest sites: ~1000 agents live (on Asterisk clusters)

WombatDialer deployed in ~500 sitesAverage site: ~70 channelsLargest site: ~3000 channels

Client base:

● 25% USA / Canada● 25% Europe● 20% LATAM● 15% Africa● 10% Asia● 5% Middle East

Goals:● To understand the broad trends impacting on

Asterisk-based call centres

● To compare if and how the picture has changedsince 2014

(Not much else is available...)

Why a survey?

Originally thought of as a satisfactionsurvey for our own products.

● We needed „broad“ questions to understand thebig picture

● About 100 respondents

● Published version was quite successful

● Presented to AstriDevCon in 2015

The survey in 2014

● Constraint: max 5 minutes of respondents‘ time

● Open questions

● Google form, anonymous

● No incentives

● Open to all the community

● Run between June and Sep 18

● Had ~230 participants

Methodology (2018)

● The names cited below might be trademarks

● We are citing them under „fair use“ and do not implyanything specific

● This is not a game – YMMV

● When talking about Elastix and PBX-in-a-Flash, weare talking about the Asterisk-based versions

FYI

The data

● Size and Types● Channels and integrations

● Perceived strengths and weaknesses

● Upgrades and customer satisfaction

● QueueMetrics user satisfaction

PBX used

PBXs used

● Enswitch

● Pascom MobyDick

● PBX-in-a-Flash

● Fonality

● Xorcom

● iNTACT

● Wazo

● NexFon

● Asterisk NOW

● SARK

● RasPBX

● iPBX

Other major PBXs reported:

PBXs: `14 vs `18

● GUIs are now used in the vast majority ofsystems

● A minority of systems are custom-built

● Healthy competitive ecosystem

PBXs: comments

Call center size

PBX used by size

Size: `14 vs `18

● Respondents relatively homogeneous acrosssizes

● Undersampling of smaller systems

● FreePBX dominates overall

● Specialized solutions (Vicidial) in largersystems

Size: notes

The data

● Size and Types● Channels and integrations● Perceived strengths and weaknesses

● Upgrades and customer satisfaction

● QueueMetrics user satisfaction

Channels served

Channels

● Everybody does inbound and outbound

● Smaller sites find outbound more challenging

● Email is not ubiquitous

● Video is still rare

● SMS outbound easier than inbound

● Fax ain‘t dead yet...

Channels: notes

Channels: chat

CRM used

CRMs: Others

● AmoCrm

● Autotask

● Capsule CRM

● CSG ACSR

● Netsuite

● OpenERPS

● OTRS

● Remedy

● Siebel

● Suitecrm

CRMs by size

Mgmt/Reporting tools

The data

● Size and Types

● Channels and integrations● Perceived strengths and weaknesses

● Upgrades and customer satisfacti

● QueueMetrics user satisfaction

We asked open questions:

● Large and different kinds of answers

● Everybody told what they like

● Weak points are a kind of wish list

Strong&weak points

Strengths

Strengths by size

Real-life benefits are more important thanideals.

● Cost and flexibility vs Open Source andCommunity

● Performance is important at the middle of thespectrum

● Large systems care about integration andcustomizability

Strengths (cont.)

Weak points / Wish list

Weakness by size

High dispersion of answers.● No big complains of internal features or

performance

● Support is important for smaller systems

● CRM and Reports

● Omnichannel not so critical

Dear Santa...

The data

● Size and Types

● Channels and integrations

● Perceived strengths and weaknesses● Upgrades and customer satisfaction● QueueMetrics user satisfaction

Upgrading

Upgrading by size

Upgrading: `18 vs `14

We are a very conservative bunch.● If it works, don‘t fix it

● More of the same, please

● Increase of interest in SaaS / hosted platform

Upgrading: notes

Satisfaction

?(average, scale 1-10)

?(average, scale 1-10)

Satisfaction

8.4(average, scale 1-10)

(not bad)

8.4(average, scale 1-10)

(not bad)

Satisfaction: `14 vs `18

Satisfaction by size

Satisfaction by PBX

Satisfaction

2014 2018

FreePBX 7.8 8.6

Elastix 8.8 7.9

Plain Asterisk 8.6 8.4

Everybody seems to be quite happy!● 80% of respondents rate 8 or higher

● Very similar results in 2014

● Vicidial and FreePBX are the winners here

● FreePBX improved its average satisfaction from7.8 to 8.6

Satisfaction with Asterisk

The data

● Size and Types

● Channels and integrations

● Perceived strengths and weaknesses

● Upgrades and customer satisfaction● QueueMetrics user satisfaction

We asked Asterisk monitoring suite usersabout their experience.

● Which is the level of satisfaction reached

● Which are the most used features

● What they don‘t like

QueueMetrics users

QueueMetrics users

Satisfaction about QueueMetrics features

Dissatisfied

Neutral

Satisfied

Very Satisfied

0% 10% 20% 30% 40% 50% 60% 70%

Satisfaction about QueueMetrics experience

QueueMetrics users

Dissatisfied

Neutral

Satisfied

Very Satisfied

0% 10% 20% 30% 40% 50% 60%

Everybody seems to enjoy QueueMetricsexperience

● The 92% of the sample is satisfied or better

● Just about 2% is not ok with the experience

QueueMetrics Experience

Things users like most in QueueMetrics

QueueMetrics users

Reports Others Easy to use Real Time Price Support Installation Wallboards0%

5%

10%

15%

20%

25%

30%

35%

40%

Things users did not like in QueueMetrics

QueueMetrics users

Others User Interface Recordings Agent Interface Support API Licensing Wallboards Security Chat Complexity0%

5%

10%

15%

20%

25%

Everybody seems to be fine withQueueMetrics features

● The most popular and demanded feature isreporting

● Ease of use and low price are very wellappreciated

● User interface and lack of recordings are keyareas for improving in the future

QueueMetrics Features

● If it works...

● Rise of the GUIs

● The grumpy bunch

● Hype ≠ Reality

● Reporting tools are highly appreciated byprofessionals

Lessons learnt

Contact centres are quite conservative.● High satisfaction scores with what they have

● No complains on core features

● Traditional channels still prevail - by far

● CRM world very fragmented

#1: If it works...

GUIs are now perceived as a valid solutionto build contact centres on.

● Issues of flexibility / usability / performance arenot dominant any more

● High penetration across all sizes

● High satisfaction scores

#2: Rise of the GUIs

The least satisfied group is „20 to 50“agents.

● Lowest satisfaction scores (8.x)

● Use in-house CRMs

● Starting to serve different channels

● Growth pains

#3: The grumpy bunch

Significant difference between this picturean what you read on industry reports.

● Omnichannel

● Video and WebRTC

● Chats and chatbots

● AI

● Cloud everything

#4: Hype ≠ Reality

Modern call-center monitoring is accomplished performingmeasurement, analysis, and feedback collection.

Call center managers benefit from the performanceanalysis provided by suites like QueueMetrics andmonitoring is a critical component of call-centermanagement .

#5: Reporting tools

#5: Reporting toolsProfessionals using QueueMetrics have reported thefollowing key benefits:

• Gives instant access to vital statistics from any device with a webbrowser, with no need for any special software to be installed andmaintained.• Gives detailed information on what the call-center as a whole is doing,that can be drilled down to the individual agent level.• Has a real-time panel and wallboards system showing call centeractivities; you’ll see calls being processed by queues and agent activity atthe very moment they are happening, being able to track and displayrelevant information about each event.• Guarantees that targets, numbers of sales and agent activity can bemeasured on industry-standard metrics in great detail.• Has a simple, easy to understand licensing model. • Includes free customer support and all the updates are free todownload.

Thank you for reading!

QueueMetricsQueueMetrics www.queuemetrics.com

LowayLoway www.loway.ch

A real programmer puts two glasses on his bedside table before going to sleep. A full one, in case he gets thirsty, and an empty one, in case he doesn’t.

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