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Telecom Service Provider Deploys Predictive Dialer

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October 27, 2010

Telecom Service Provider Deploys Predictive Dialer

By Anshu Shrivastava, TMCnet Contributor

East-European Communications Services, a provider of telecom services, has announced the successful upgrade of its contact center technology platform with the deployment of Q-Suite 5.0, call center software for Asterisk (News - Alert).

Indosoft has been making available Q-Suite 5.0 call center ACD software for private label contact center technology solutions.

With the deployment Q-Suite 5.0 with its ACD and Predictive Dialer, East-European Communications Services expects to enhance the functionality of its contact center to improve service offerings, increase productivity and lower operating costs.

Along with advanced call center ACD with skills-based routing and self-pacing Predictive Dialer, Q-Suite 5.0 also offers a multi-language Script Builder for developing agent-customer interaction scripts.

Company officials said that this upgrade permits East-European Communications Services to collect and analyze real-time and historical call data. In addition, it also enables the company to develop the dynamic scripts demanded by its wide-ranging client base.

Additionally thanks to the deployment of Q-Suite 5.0, the company is able to integrate efficiently with its back-end databases, make cost effective use of telecom trunks, use at-home agents, as well as analyze other information to improve organizational performance.

“We were in need of scalable, cost effective call center software with a feature rich ACD to expand from our existing Cisco (News - Alert) based infrastructure,” said Sergii Tkachov, chief development officer at East-European Communications Services.

The company was looking for an open and functionally rich contact center technology platform to co-exist with the existing Cisco deployment and at the same time give the company the flexibility of implementing a wider range of strategies to improve and expand our services, Tkachov said.

“Our initial field tests of Indosoft (News - Alert) call center software confirmed Q-Suite 5.0 as the most advanced, highly functional and feature-rich call center solution for Asterisk,” Tkachov said, adding that what really impressed the company was the unique support it received during the implementation process.

Gabe Bourque, vice president at Indosoft, said that in Q-Suite 5.0, the users have an out of the box call center software that provides them with all the features necessary for a next-generation contact center.

Asterisk-based architecture makes Q-Suite 5.0 ideally suited for migrating from legacy to IP platforms, Bourque said, adding that Q-Suite 5.0's Web Interface, rich API and Agent Session Controller for Windows allow for the preservation of all features from such legacy platforms while providing the additional new features found in IP telephony.

“East-European Communications Services clearly recognizes the value of this call center software for Asterisk and the resulting agent efficiencies, improved results and enhanced customer service that can be achieved. With this new deployment, they are positioned to deliver meaningful results,” Bourque said.

Earlier this year, Indosoft announced several key enhancements to Q-Suite ACD for Asterisk.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Juliana Kenny

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