has made its Q-Suite ACD for Asterisk (News
) even more versatile in demanding contact center environments with several key enhancements. These include:
* An evolved API that allows seamless migration to IP telephony. With this enhancement, agents can be both in 'off-hook' and 'on-hook' mode, allowing contact centers to take advantage of the ACD and its skills-based routing with queue prioritization.
Having on-hook agents is convenient, Indosoft (News
) says, when the queue traffic is light, allowing call takers to multi-task with other office work. Off-hook agents are important to large volume contact centers where the system cannot afford to lose time 'waking up' agents for every call by ringing a phone
* A new and detailed Call Detail Record (CDR) using universal identifiers to track a call from cradle to grave. Modern contact centers, says Indosoft, demand fine granularity in contact center activity reporting. With this CDR, contact centers will have the ability to report complete detail for Agent, ACD and Queue Activity via live dashboards. This further enhances the already detailed reporting capability of Q-Suite
Q-Suite provides complete reporting for inbound and outbound contact center services. A call history of all the calls is available on demand. The historical and statistical reports on ACD and dialer performance address all facets of contact center reporting. Detailed custom wall boards are available to suit individual contact center needs.
“Business verticals considering migration to Asterisk to take advantage of its industry leadership in IP telephony do not have to look any further than the Indosoft Q-Suite ACD,” says James Terhune (News
), CTO of Indosoft. “Q-Suite comes with a web interface as well as native client interface for Windows using .NET. Our rich API makes it possible to do custom CTI (News
) integration with your existing business application.”
“I am very impressed with the Indosoft contact center suite,” says Sajeev Nair, Director of IT at CSS Corp. “They have been able to bring sophisticated contact center solutions to the Asterisk platform using their call center software, Q-Suite. It is powerful, open, feature-rich and cost-effective.”
“Having followed the meteoric growth of Asterisk deployments around the world and how it has transformed IP telephony, we were looking for contact center software with ACD for Asterisk,' says Mats Gåhlin, President of New Technology Sweden AB. “A fully functional API was essential to implement our agent session control functionality in .NET (News
). Indosoft's ACD and its .NET API allowed us to migrate to Asterisk-based contact center solutions for our clients. We are delighted about these new enhancements. On-hook agents are essential for small office call centers. Our call center deployments require a powerful ACD with skills-based routing with the ability to manipulate queues to suit business logic. Indosoft ACD provides all the flexibility through its API.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Marisa Torrieri