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East-European Communication Services Installs ACD and Predictive Dialer Software

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November 05, 2010

East-European Communication Services Installs ACD and Predictive Dialer Software

By Anil Sharma, TMCnet Contributor

East-European Communications Services, a provider of telecom services since 1995, has upgraded its contact center technology platform with the deployment of Indosoft’s Q-Suite 5.0.

Officials with Indosoft (News - Alert) said that by deploying Q-Suite 5.0 with its powerful ACD and Predictive Dialer, East-European Communications Services is enhancing the functionality of its contact center in order to improve service offerings, increase productivity and lower operating costs.

Company officials said that in addition to advanced call center ACD with skills-based routing and efficient self-pacing Predictive Dialer, Q-Suite 5.0 offers a multi-language Script Builder for developing agent-customer interaction scripts.

According to company officials, this upgrade permits East-European Communications Services to easily collect and analyze real-time and historical call data, develop the dynamic scripts demanded by its wide-ranging client base, integrate efficiently with their back-end databases, make cost effective use of telecom trunks, utilize 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 of East-European Communications Services, in a statement.

Tkachov said that 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 services.

“Initial field tests of Indosoft call center software confirmed Q-Suite 5.0 as the most advanced, highly functional and feature-rich call center solution for Asterisk (News - Alert). But what really impressed us was the unique support we received during the implementation process. With the ability to exercise full control over the technology platform, we placed a number of demands on the call center software,” he said.

Tkachov said that at each point, Indosoft demonstrated the industry leadership of Q-Suite 5.0 as call center software by fully meeting the company’s demands.

"East-European Communications Services is creating a winning call center strategy with its recent deployment of Q-Suite 5.0 call center ACD software," said Gabe Bourque, VP at Indosoft.

"In Asterisk you have a proven, well supported next-generation telephony platform sustained and supported by Digium (News - Alert). In Q-Suite 5.0, you have an out of the box call center software that provides you with all the features necessary for a next-generation contact center,” said Bourque.

Bourque said that asterisk-based architecture makes Q-Suite 5.0 ideally suited for migrating from legacy to IP platforms. 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.

Bourque said that 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, he added.

Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.

Edited by Juliana Kenny

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