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Tuesday, October 3 • 11:30am - 12:15pm
Beyond Asterisk Omni Channel Contact Center

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Are you familiar with Asterisk call center applications? The great open source community did a very good job for voice applications, and we have been able to use it in many call center environment to deliver voice mission critical services. It’s now time to have a look beyond the pure voice interactions, introducing what we can do with Asterisk integrated with multiple other channels: web chat, sms, email and more. This year the XCALLY Team will present a real concept about the Asterisk Omni Channel opportunities. The Asterisk call center agents will be able to manage multiple kind of interactions, and - even more interesting - it will be introduced the concept of Open Channel: a simple way to add custom channels inside an Asterisk call center environment, from Social media to IoT events which need to be managed by a Queue of customer service representative or an Automatic workflow. Dangerous demo will be played during the session, in order to see when such concepts work and when they break!

Speakers
avatar for Diego Gosmar

Diego Gosmar

CEO, XCALLY
Diego Gosmar, a Telco-Innovation passionate, has more than 18 years of experience in the Telecommunication industry. He started to work on one of the first Voice over IP H.323 technologies in the early 1997 Telecom Italia Labs when he was completing the University studies. In 1998 he moved in Omnitel (now Vodafone) where he lead some strategic projects for the early GPRS and UMTS vendor selection. He worked in Atlanet (Telefonica Data company) from 1999 to 2004, where he managed the IP Network planning. | In 2007 Diego joined Xenialab as co-Founder. Together with a team of passionate VoIP experts, he worked on Asterisk to launch a flagship software solution for the global Contact (Call) Center market called xCALLY. Starting from 2013 Diego has been driving the XCALLY international expansion as Xenialab CEO, covering now more than 45 countries worldwide. | Diego is dCAP and ITIL certified: he is involved in the Astricon conferences since many years. He is also co-authors of the first Italian book about Asterisk, and passionate evangelists about Open Source VoIP... Read More →
avatar for Giuseppe Innamorato

Giuseppe Innamorato

CTO, Xcally
Giuseppe started to work in the Telecommunication market as a technician of telephone exchanges in Telecom Italia in 1980, following the digital evolution until 1984.Subsequently, he participated in the first Unix network deployment (1984-1988).In 1988 he was hired as a manager at the Olivetti training center. After a few years, Giuseppe moved to the Olivetti Ambrasoft subsidiary, following research projects in the international arena from the Brussels HQ.After the Ambrasoft experience, Giuseppe founded Archesis (1994) and made his first CRM systems within the WEB and CTI.In 2000 he was involved in the creation of the first Italian VoIP operator.In 2005 he founded, along with Diego Gosmar, Wildix, a VoIP hardware manufacturer which soon reached many distributors and resellers all across Europe.Giuseppe has been actively working in the Open Source Asterisk community, contributing in many topics, ranging from WebRTC Respoke GitHub updates and special asterisk optimization for customer care environments.He is also co-authors of the first Italian book about Asterisk, and passionate evangelists about Open Source VoIP... Read More →


Tuesday October 3, 2017 11:30am - 12:15pm
Olympic

Attendees (18)