asterisk® in the contact centre satisfaction report 2018 · asterisk @ loway some history: started...
TRANSCRIPT
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Presented by:Presented by:
Lenz EmilitriFounder, Loway@lenz
Asterisk® in the Contact CentreAsterisk® in the Contact CentreSatisfaction Report 2018Satisfaction Report 2018
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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.
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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
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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?
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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
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● 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)
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● 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
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The data
● Size and Types● Channels and integrations
● Perceived strengths and weaknesses
● Upgrades and customer satisfaction
● QueueMetrics user satisfaction
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PBX used
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PBXs used
● Enswitch
● Pascom MobyDick
● PBX-in-a-Flash
● Fonality
● Xorcom
● iNTACT
● Wazo
● NexFon
● Asterisk NOW
● SARK
● RasPBX
● iPBX
Other major PBXs reported:
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PBXs: `14 vs `18
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● GUIs are now used in the vast majority ofsystems
● A minority of systems are custom-built
● Healthy competitive ecosystem
PBXs: comments
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Call center size
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PBX used by size
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Size: `14 vs `18
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● Respondents relatively homogeneous acrosssizes
● Undersampling of smaller systems
● FreePBX dominates overall
● Specialized solutions (Vicidial) in largersystems
Size: notes
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The data
● Size and Types● Channels and integrations● Perceived strengths and weaknesses
● Upgrades and customer satisfaction
● QueueMetrics user satisfaction
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Channels served
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Channels
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● 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
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Channels: chat
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CRM used
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CRMs: Others
● AmoCrm
● Autotask
● Capsule CRM
● CSG ACSR
● Netsuite
● OpenERPS
● OTRS
● Remedy
● Siebel
● Suitecrm
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CRMs by size
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Mgmt/Reporting tools
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The data
● Size and Types
● Channels and integrations● Perceived strengths and weaknesses
● Upgrades and customer satisfacti
● QueueMetrics user satisfaction
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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
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Strengths
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Strengths by size
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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.)
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Weak points / Wish list
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Weakness by size
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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...
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The data
● Size and Types
● Channels and integrations
● Perceived strengths and weaknesses● Upgrades and customer satisfaction● QueueMetrics user satisfaction
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Upgrading
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Upgrading by size
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Upgrading: `18 vs `14
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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
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Satisfaction
?(average, scale 1-10)
?(average, scale 1-10)
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Satisfaction
8.4(average, scale 1-10)
(not bad)
8.4(average, scale 1-10)
(not bad)
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Satisfaction: `14 vs `18
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Satisfaction by size
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Satisfaction by PBX
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Satisfaction
2014 2018
FreePBX 7.8 8.6
Elastix 8.8 7.9
Plain Asterisk 8.6 8.4
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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
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The data
● Size and Types
● Channels and integrations
● Perceived strengths and weaknesses
● Upgrades and customer satisfaction● QueueMetrics user satisfaction
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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
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QueueMetrics users
Satisfaction about QueueMetrics features
Dissatisfied
Neutral
Satisfied
Very Satisfied
0% 10% 20% 30% 40% 50% 60% 70%
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Satisfaction about QueueMetrics experience
QueueMetrics users
Dissatisfied
Neutral
Satisfied
Very Satisfied
0% 10% 20% 30% 40% 50% 60%
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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
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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%
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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%
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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
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● If it works...
● Rise of the GUIs
● The grumpy bunch
● Hype ≠ Reality
● Reporting tools are highly appreciated byprofessionals
Lessons learnt
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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...
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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
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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
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Significant difference between this picturean what you read on industry reports.
● Omnichannel
● Video and WebRTC
● Chats and chatbots
● AI
● Cloud everything
#4: Hype ≠ Reality
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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
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#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.
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Thank you for reading!
QueueMetricsQueueMetrics www.queuemetrics.com
LowayLoway www.loway.ch
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