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VoiceNation Highlights Benefits of its Open Source Live Answering Software

October 13, 2015

The call center industry is undergoing a revolution as new technologies are becoming available for operators. The new Open Answer open source live answering software from VoiceNation is the latest offering to change the delivery of call center services with a free-to-download, install, and modify solution.

As a provider of live answering and virtual receptionist services, VoiceNation has been in business since 2002. It has cloud-based virtual phone services offering all the features of a physical PBX without the added cost and complexity of legacy technologies. With Open Answer, the company has created a platform that gives call center operators unlimited seats and scalability without any licensing fees.

“OpenAnswer is based on cutting edge technology and open standards without the restrictions of binding contracts, so call center owners will now have complete control over their operation. This is the same state-of-the-art software in use currently at VoiceNations live answering call center,” said Jay Reeder, VoiceNation CEO.

Built on an open source technology such as Asterisk, MySQL, Apache, Linux, PF Sense, PHP, jQuery and others, it allows operator screens to run directly in the browser. Not only is it free and easy to setup, but it also provides the reporting tools essential to today’s call center operations.

The software doesn’t require a heavy on premises infrastructure, and according to the company all it needs is the server instance to be at least a 32-bit 2 GHz processor with 8 GB of RAM, and a minimum of T-1 level Internet speeds to ensure call quality.

Image via Shutterstock

One of the early adopters the company just announced is Georgia Center For Abundant Living Life Skills (Georgia CALLS) of Buford. As a not-for-profit organizations, it was looking for an affordable solution that was powerful enough to address all of its call center needs. It also needed a platform with a low learning curve, as it helps high-risk individuals transition from incarceration back into society.

OpenAnswer was able to get Georgia CALLS entry-level customer service representatives without any experience to use the application in a week’s time, with some learning the software in one day.

“With OpenAnswer, the learning curve is quite low, and we were able to train and place our customer service reps on the phones in minimal time when compared to some of the more complex systems we had been utilizing. Our calls-answered per-hour rates are much higher than before. Were convinced that OpenAnswer has helped get us there,” said Mark Mobley, Executive Director of Georgia CALLS.

Edited by Kyle Piscioniere

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