Innovating with Open Source: Call Center Services

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The rise of open source software within both public and private organizations is something well understood, and well documented - industry analysts estimate 80%+ of organizations use open source software within their IT projects.

Typical uses include web infrastructure, internal network infrastructure, IT Development & Test environments and departmental applications.

But open source solutions are not restricted purely to these (very important) "horizontal" apps.  With the wealth of open source projects out there now, it is possible to build highly specialized solutions, addressing very specific problems, that previously could only be addressed with expensive and time consuming internal custom development.

A great example is from a new case study of Telemaque, a Services Provider delivering hosted call center services to French-speaking corporate companies, including leading telecoms and cable providers.

Telemaque built their call center solution from the Kamailio open source SIP server and  FreeSWITCH media servers, with the MySQL Cluster database providing back-end services including call setup, routing tables, AAA (Authentication, Authorization and Accounting) and CDRs (Call Detail Records). 

MySQL Cluster is handling a massive 330,000 Operations per Second across just 4 x data nodes, with the real-time responsiveness AND continous, carrier-grade availability, demanded by telecoms services. 

You can read more about the Telemaque deployment in our new case study, posted here 

Telemaque didn't just build a new solution from open source software, they built a whole new business.


Comments:

It's amazing that Telemaque was able to build a new business model built on just open source software. Open source holds the key to the future of technology.

Posted by Jean on February 18, 2011 at 08:01 AM GMT #

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Posted by Price per Head on August 29, 2012 at 12:53 PM GMT #

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