asterisk users - Apr 2007 - Asterisk IVR and Call Center Agents

Hi,

We developed a somewhat complex Asterisk-based IVR for a client of ours. When I
say 'somewhat complex' I mean that this IVR is highly integrated with a
set of middle-ware  applications that allow the caller to perform extensive
functions while navigating the IVR.

This has been working great for the past year or so. However, now the client
wants to add the ability for callers to be able to speak with a live agent. The
trick is that the client wants to send the agent as much information captured in
the IVR as possible.

This would be relatively easy if the client had their own agets with phones
registered on this asterisk box. However, the client is not interested in hiring
and/or managing agents or a call center, and are mainly interested in
outsourcing the call center services. Preferrably, the call center should be
US-based.

Call volume to the call center will not be significant. Probably 2000-3000 calls
per week with an average duration of 4 mins per call.

Can anyone recommend a solution to be able to send this data from the IVR to an
outsourced call center?

Are there any call centers out there that are willing to work with us to
integrate this, if it's at all possible?

Thanks

lists@infoway.net wrote:
>Hi,
>
>We developed a somewhat complex Asterisk-based IVR for a client of ours.
When I say 'somewhat complex' I mean that this IVR is highly integrated
with a set of middle-ware  applications that allow the caller to perform
extensive functions while navigating the IVR.
>
>This has been working great for the past year or so. However, now the client
wants to add the ability for callers to be able to speak with a live agent. The
trick is that the client wants to send the agent as much information captured in
the IVR as possible.
>
>This would be relatively easy if the client had their own agets with phones
registered on this asterisk box. However, the client is not interested in hiring
and/or managing agents or a call center, and are mainly interested in
outsourcing the call center services. Preferrably, the call center should be
US-based.
>
>Call volume to the call center will not be significant. Probably 2000-3000
calls per week with an average duration of 4 mins per call.
>
>Can anyone recommend a solution to be able to send this data from the IVR to
an outsourced call center?
>  
>
As you already mentioned: You have a middleware integration and you use 
asterisk. IAX channels allow to pass textual information or even use a 
unique ID as the Extension. As long as the opposite party has an 
asterisk too its quite easy. The callcenter needs to resolve the ID 
against a (whatever/SOAP) Interface of your Server.
>Are there any call centers out there that are willing to work with us to
integrate this, if it's at all possible?
>
>Thanks
>
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Knud A. M?ller