December 13, 2012
Responda Releases Customer Interaction Platform Based on Indosoft's Q-Suite
By Rory Lidstone
TMCnet Contributing Writer
Provider of customer and answering services, Responda, recently launched its new Customer Integration Platform, based on Indosoft's (News - Alert) contact center suite. This Agent-Customer interaction system has actually been integrated into the Indosoft Q-Suite ACD, resulting in a powerful multichannel contact center platform capable of fulfilling complex answering machine requirements.
“Selecting the right contact center technology is crucial to improving productivity while bringing down costs,” said Gabe Bourque, chief executive officer at Indosoft, in a statement. “Q-Suite’s scalable ACD and its use of Asterisk (News - Alert) for voice media, makes it ideal for companies like Responda to build their unique IP enabled contact center technology platform."
Q-Suite is among the top multitenant software suites for contact centers using Asterisk and offers full ACD functionality, along with skills-based routing and queue prioritization. It also features a number of built-in tools, such as Call-Flow Builder which sports a user-friendly GUI for setting up IVR, with database integration, integration to text-to-speech and automatic speech recognition engines.
Q-Suite also offers .NET and Web Services APIs for CTI (News - Alert) integration with custom business workflow applications. Meanwhile, its data capture is designed to fulfill even the most complex reporting requirements seen in modern contact centers. Furthermore, outbound contact centers can use the dialer, which is capable of handling multiple concurrent campaigns, in both predictive and preview dialing modes.
“We offer services that are completely customizable to customer needs," said Joakim Ögren, president at Responda. "This allows our customers to focus on their core business and be safe in the knowledge that their customer service is represented in an exemplary manner. To achieve this, we were looking to integrate our Customer Interaction System to a powerful, reliable and feature-rich new generation IP contact center suite.”
Q-Suite received some added functionality this past summer in the form of custom themes and branding in Q-Suite 5.7. More recently, Indosoft's Q-Suite was also chosen by TeleSpeak to power its cloud-driven multichannel contact center services.
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Edited by Brooke Neuman