A leading online call center software provider, Livecom has enhanced its multi-channel unified communications solution with the integration to Q-Suite ACD. This means that customers who use the Livecom platform for customer service and support through e-mail, chat, Web self-service and social media channels will now be able to add voice telephony and call center ACD at a greatly reduced price for installing a standalone call center suite.

In a release, Floris van der Veen, CEO of Livecom, said, "Indosoft (News - Alert) call center software is a flexible and scalable ACD with a rich set of API that we could easily incorporate into Livecom customer interaction platform for CTI (News - Alert) integration. Initial customer reaction about the stability, speed and feature sets has been very enthusiastic. Current users of the Livecom platform already have real-time profiles of customer contacts through e-mail, chat, Web self-service and Twitter (News - Alert). With this addition of call center ACD capability, Livecom is able to offer a unified multi-channel customer interaction platform which includes Social Media."

With the integration of Q-Suite Call Center ACD with Livecom’s customer interaction platform, customers will now be able to have access to an “out of the box” call center software solution that addresses some of the most complex demands of modern day contact centers. Livecom’s Web-based customer service application is now able to provide ACD with skills-based routing and queue priorities; inbound and outbound call handling with automatic call recording; Efficient call transfers, with or without prior consultation; personalized messages when busy; tagging phone calls with notes and labels; Viewing real-time availability of staff; extensive IVR capability; and call recording for quality control.

Gabe Bourque, CEO of Indosoft, said that “Livecom’s innovative CIM suite is a sixth generation product setting a standard for multi-channel customer contact software including social media. With this CTI Integration to Q-Suite ACD, Livecom is able to provide a powerful and complete customer interaction platform. Q-Suite Call Center ACD allows Livecom to offer advanced voice telephony and call center features to its customer base. The paradigm shift introduced by Asterisk (News - Alert) will allow Livecom to add next generation voice technology to its feature set at a lower cost using Indosoft call center software.”