Though cloud telephony entered the contact center arena very recently, it has already established its presence in the industry by enabling affordable and flexible contact centers -- both inbound and outbound.
Technologies like automatic call distributor (ACD), call forwarding, predictive dialer and call recording are now delivered via cloud, so contact centers are able to save on infrastructure and installation costs.
Indosoft (News - Alert), a cloud telephony solutions provider for contact centers, develops Q-Suite, a call center ACD for Asterisk (News - Alert). The latest Q-Suite 5.7 allows managed and hosted service providers to offer advanced call center ACD, queue management, dialer, real-time wallboards, historical reporting and integration to workforce management software, all available out-of-the-box.
In a significant development Indosoft formed partnership with Vidanetwork Technologies to allow Vidanetwork Technologies to offer cloud-based managed multichannel, multitenant services using Q-Suite, targeting full service inbound and outbound contact centers.
Vidanetwork delivers a suite of IP-based communications products that allow organizations to communicate effectively in today’s global market.
“We are excited to offer Managed services using Q-Suite 5.7,” said John Munshour, VP of Business Development at Vidanetwork, in a statement. “Managed contact center service is a rapidly growing segment.”
According to Munshour, the combination of Q-Suite and Asterisk provides a powerful and cost-effective contact center platform. The Q-Suite, according to Munshour, is a complete contact center solution with powerful ACD and Dialer functionalities.
Features like Web services for integration, ability to theme the look and feel, visual call-flow and Dialplan builder and built-in Script Builder for Agent Customer Interaction and extensive CTI (News - Alert) library using .NET and XML API make it a complete call center software solution for Asterisk.
Vidanetwork can take advantage of the flexible architecture of Q-Suite to offer distributed cloud centric managed contact center services that can fulfill the most demanding requirements of modern call center operations, according to company officials.
Indosoft provides call center solutions to medium and large contact centers. It also licenses its ACD for Asterisk with .NET (News - Alert), Socket and XML libraries to enterprises utilizing Asterisk in their product line. Indosoft has been making available Q-Suite ACD for private label contact center technology solutions.
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Edited by Rachel Ramsey