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Indosoft Modifies Call Queue Features in Q-Suite ACD

Indosoft Modifies Call Queue Features in Q-Suite ACD

October 31, 2012
By Carolyn J Dawson, TMCnet Contributor

Indosoft (News - Alert) Inc. recently announced that it has made several improvements to call queue features in Q-Suite ACD. The improved call queue features include queue callback for abandoned calls, callback priority management and Web callback integration into skills-based routing. Skills-based routing and call distribution to agents within the Q-Suite ACD are manipulated by skills and queue precedence of call queues. Contact centers can now provide better-quality customer experience with the latest feature improvements that also offer increased control over inbound ACD queue administration.

ACD queues are very critical for inbound contact center operations. Advanced features like the capability to permit callers to opt for callback to a chosen phone number before deciding to drop the call while waiting in a queue are offered with these improvements. Callers can also shift to a queue with a different precedence. They are also provided the capability to queue voice and other media conversations for skills based routing with the help of API.

In a statement, James Terhune (News - Alert), CTO, Indosoft said, “Most companies recognize the enormous value of customer retention and customer acquisition. With the growth and proliferation of e-commerce, customer interaction with the organization often begins while waiting in a call queue. Call center managers rely upon the flexibility and overall capability of their contact center technology platform in order to deliver personal and effective customer interactions. These new features greatly improve the ability of a contact center to setup effective and efficient call queues for skills based routing within Q-Suite ACD. The inherent flexibility of Q-Suite based contact center solutions has been greatly enhanced by this feature-set release and is proving highly successful with our clients.”

The normal features incorporated by Q-Suite ACD are queue position declaration, aptitude to play different periodic announcements, individual music on hold selection and call or queue overflow with SLA administration. All the important controls needed for improving consumer experience within a call center ACD are offered by these features.

Edited by Rachel Ramsey

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