It would seem the open-source call center market is beginning to heat up with a new call center offering from Fonality aimed at companies with between 2-200 seats. The product, PBXtra Call Center is includes capabilities such as branch office agent sharing, on-the-fly recording, barging, monitoring, text whisper/coach, Web and phone agent log-on, real-time and historical graphical queues, and agent presence management.

 

This is important as it signals the open-source communications solutions providers are targeting new areas and in addition it shows the call center market is as vibrant and robust as ever. I anticipate India as a major market looking to adopt this particular product.