Customer interaction and engagement is extremely important to all companies but especially call center businesses that must align their service and organizational structures with customer’s requirements, while offering economic and efficient service.
In order to develop a framework to better manage customer interactions within its company, Responda, a provider of customer and answering services, has successfully launched its new customer interaction platform powered by Indosoft’s (News - Alert) contact center suite. The organization will also be leveraging Indosoft’s Q-Suite ACD.
By leveraging these capabilities, Responda is hoping to unleash a powerful, multi-channel, feature-rich contact center platform that fulfills its complex answering services requirements
Q-Suite provides full ACD functionality with skills-based routing and queue prioritization functions. It offers features such as a powerful GUI-based call flow builder for setting up IVR, with database integration, integration to text to speech (TTS) and automatic speech recognition (ASR) engines as well. Joakim Ögren, president at Responda said in a statement, “Our custom agent application was able to incorporate Q-Suite's full-featured Call Center ACD with all its standard features and out of the box functionality, using its rich web services API for CTI (News - Alert) integration. Our primary focus is to help our clients build and strengthen relationships with their customers. This implementation of multi-channel IP-enabled Asterisk (News - Alert) based solution using Q-Suite has helped us expand our call center capabilities while avoiding expensive proprietary equipment lock-in.”
In addition, Q-Suite offers .NET (News - Alert) and Web Services API for CTI integration to custom business workflow applications.
Gabe Bourque, chief executive officer at Indosoft added, “Q-Suite’s scalable ACD and its use of Asterisk for voice media, makes it ideal for companies like Responda to build their unique IP enabled contact center technology platform. Q-Suite API for CTI integration allows businesses to fully incorporate industry leading ACD and Dialer functionality within their existing applications.”
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Edited by Jamie Epstein