Don't hang up |
| Organisation name: | MySchool |
| OSS Used: | Fedora Linux; Asterisk Call Centre Softswitch solution. |
| Reasons for using OSS | Cost; cost-effective scalability. |
| Benefits of using open source software | Cost of deployment; self-maintained in-house; scalability; multi-protocol voice support. |
| Challenges of using open source software | Software call centre concept relatively unknown in African market. |
| Does using FOSS benefit your organisation? |
The cost-effective and scalable Asterisk open source call centre system is uniqely placed to offer an affordable call centre solution. Definitely a success so far. |
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| Organisation |
MySchool is a partnership between South African schools and local business using a rewards programme to channel funds from the private sector into schools. The first commercial phase began in July 1999 and to date over 300 schools across South Africa have implemented the system.
Once businesses have been accredited for the MySchool programme they may attract more business through the loyalty shopping of the community who wish to support their local schools.
Accredited localised businesses, termed MySchool Business Partners, pay a small percentage of each purchase to MySchool, who then redistribute the funds to the local school.
The MySchools programme relies heavily on technology, including smart card management systems (participants cards are swiped when making a purchase), a transaction based Internet Web site and a client SmartSchool System that enables schools to send email and SMS.
Because of the transactional nature of the programme and the high reliance on technology, a call centre system has been implemented to service participating schools and businesses. Prior to this MySchool utilised a number of separate, independent phone lines, which resulted in unreliable client service with erratic response times. |
| Why does the organisation use FOSS? |
The open source Asterisk software has proved to be an extremely cost-effective solution. According to Adrian Sharp, IT manager at MySchool, this solution cost at least 50% less than all comparable hardware-based solutions.
Total cost is estimated at ZAR50,000, of which ZAR7,500 was purely labour, while the optional VoIP (Voice-Over-Internet-Protocol) handsets cost approximately ZAR12,000 altogether.
Sharp notes that the software based nature of the solution means that he can scale up the number of call centre seats many times before incurring any significant additional costs. |
| The benefits and challenges of using FOSS |
The biggest advantage of an open source solution is that additional functionality can be added to the call centre without making any additional purchases - as is not the case with traditional hardware-based solutions.
Since each call centre seat is already equipped with a PC, each seat can also be equipped with telephony software (softphone), which works with a cost-effective headset attached directly to the PC.
In addition, the entire system can be manipulated, scaled up and optimised by the on-site tech support staff, without being locked into service contracts with vendors of the competing proprietary solutions. |
| Conclusions |
As the MySchool programme rolls out into more South African communities, call centre activity is expected to pick up dramatically, and the Asterisk open source call centre solution is uniqely placed to offer an affordable solution.
Sharp believes that the open source solution gives him the greatest range of options to increase call centre capacity and functionality, without incurring any significant additional costs, since it can all be done by unlocking features within the existing software installation.
OpenVOICE supplies the Asterisk system preconfigured on Linux servers, and uses partners for installations and first line support. OpenVoice rolls out quarterly software updates as part of it's basic service and support offering. They have implemented Asterisk-based call centres in many African countries, including the first ever call centre in Zambia, targeting the financial services sector.
CONTACT:
Adrian Sharp, asharpe@vmp.co.za |
