NDLI: ASTERISK Based Open Source IP-PBX System for Accountable Customer Support Service

Content Provider	IEEE Xplore Digital Library
Author	Khan, M.A. Shahriar, K.M.
Copyright Year	2015
Description	Author affiliation: Dept. of Comput. Sci. & Eng., Bangladesh Univ. of Eng. & Technol., Dhaka, Bangladesh (Khan, M.A.; Shahriar, K.M.)
Abstract	Customer support service has now become an integral part of every large enterprise since customer satisfaction is largely determined by the quality of service he/she receives after purchase of a product/service. Traditionally legacy phone based PBX systems are deployed to provide customer support service where operators are appointed to receive calls and respond to customers' queries or complaints. Unfortunately such a system severely lacks accountability from the support service personnel. There are often cases such as operator is not in his desk while the phone is ringing or may deliberately leave the phone unattended, misbehaving with customers, not registering complaints and doing the necessary follow-ups etc. There is very little system support for the management to monitor and track such inappropriate conducts from the support service employees. However all these desirable features can be achievable if the legacy PBX system is replaced by an IP-PBX system. In this paper, we propose a solution for accountable customer support service using Asterisk based open source IP-PBX system. Being open source, Asterisk given the flexibility to create rich features set for customer support service at a very low cost.
Starting Page	85
Ending Page	88
File Size	213259
Page Count	4
File Format	PDF
ISBN	9781467385015
DOI	10.1109/ISCBI.2015.22
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2015-12-07
Publisher Place	Indonesia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Call escalation Customer satisfaction Media Telephony IP-PBX system Servers IP networks Customer support service Open source Artificial intelligence Asterisk
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in