New service desk based on open source software

In my experience, call centers are an unreal headache. And both for users who go there, and for owners and employees. The work there is mechanical, people burn out of it very quickly and come up with all sorts of tricks to avoid answering calls or simply begin to quietly mock users. A special tin is created where the curves of the request processing system are set — either too complex for workers or insufficiently developed to process incoming information qualitatively. Somehow I had 40 minutes to hang on the line, trying to reach the service center of a very large organization. Not to mention the fact that for some reason you have to periodically contacting the same company again and again to repeat the data that they should have in the system after my first call.

At the same time, it’s not quite clear to me how medium-sized businesses cope with this shaft - those that already have a lot of client requests, but they will not be able to grow by budgets before the same HP solutions. Then an article about Opennet came across that PingWin is starting to deliver solutions for a service desk based on Asterisk and Kayako - they run it on themselves, making a well-known school project, now they want to sell. About the money in the article does not say, but it would probably be curious and the decision itself to see, and the economy for a medium-small business to count.

Actually, did anyone come across Kayako with us, do you have any feedback?