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Responda's Customer Interaction Platform Powered by Indosoft's Contact Center Suite

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December 12, 2012

Responda's Customer Interaction Platform Powered by Indosoft's Contact Center Suite

By Rachel Ramsey, TMCnet Web Editor

For organizations that make outbound calls, predictive dialing increases productivity and reduces costs; however, outbound agents often spend excessive amounts of time dialing numbers, listening to phones ringing that never get answered or busy signals. Predictive dialers will eliminate this wastefulness by connecting only the successful calls within a fraction of a second. Dialers intelligently pace to ensure maximum talk-time of agents. Dialers are also usually fully customizable to suit your specific needs, with extremely user-friendly management features.

Responda, a provider of customer and answering services, launched its new Customer Interaction platform powered by Indosoft’s (News - Alert) contact center suite. With the integration of its Agent-Customer interaction system to Q-Suite ACD, Responda has unleashed a powerful, multichannel, feature-rich contact center platform that fulfills its complex answering services requirements.

For more than a decade, Indosoft has been a global provider of its multitenant contact center suite, Q-Suite. The company has continued to deploy call center software to medium and large contact centers across the globe.

Q-Suite’s ACD design fulfills the demands of contact centers wanting to use Asterisk (News - Alert) as the PBX for their telephony needs. Its unique ACD provides skills-based routing, queue prioritization, virtual/personal queues and agent hot-desking. Q-Suite’s predictive dialer is used for a variety of applications such as collections, fundraising, direct sales and telemarketing.

Within the outbound contact center technology platform, Q-Suite provides agent-ready dialing, preview dialing and predictive dialing. It comes with an integral script-builder with tools for creating sophisticated agent customer interactions. Q-Suite has a complete set of lead management tools for managing your lists. With live dashboards and historical live view of the dialing, it will provide detailed agent and list performance.

“We offer services that are completely customizable to customer needs. 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,” stated Joakim Ögren, president, Responda, 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 based solution using Q-Suite has helped us expand our call center capabilities while avoiding expensive proprietary equipment lock-in.”

An efficient predictive dialer can dramatically increase the agent talk. It is importance that the predictive dialer be self pacing with parametric controls to exercise the dialer algorithm. A good predictive dialer can provide live connects within a few seconds from the time an agent wraps up the last call. In order to achieve this, the predictive dialer algorithm has to dial more phone numbers than the anticipated number of agents available to answer the calls. This is can create a situation for dialer to drop calls, should there be no agent available to take a next connected call. An intelligent dialer will pace properly to keep the drop calls to minimum.

 “Selecting the right contact center technology is crucial to improving productivity while bringing down costs,” said Gabe Bourque, chief executive officer at Indosoft. “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. Q-Suite offers high availability and software redundancy necessary for call centers of all sizes that are migrating to Asterisk to benefit from IP telephony.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Allison Boccamazzo

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