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Predictive Dialer Provider Indosoft Adds Overseer Watchdog System for ACD Applications

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May 07, 2012

Predictive Dialer Provider Indosoft Adds Overseer Watchdog System for ACD Applications

By Rajani Baburajan, TMCnet Contributor

Indosoft (News - Alert), a provider of call center ACD software that includes predictive dialer functionality, recently deployed its Overseer Watchdog System for Q-Suite, a sophisticated software solution that automates fault detection, initiates failover, and implements call survival for voice telephony.

Q-Suite is a cost-effective call center software solution offered to Indosoft technology partners, powering both white and private label Asterisk (News - Alert) call center solutions. The software delivers multi-tenant automatic call dialing and predictive dialer capabilities for setting up Asterisk-based contact centers. The highly scalable solution features excellent real-time and statistical reporting options for queue, agent and campaign performance.

Due to its unique capability, the predictive dialer can tag (News - Alert) every call with an identifier and simultaneously generate a comprehensive CDR. With built-in tools including Visual Call Flow Builder and Script Builder, Q-Suite offers a very compelling IP enabled contact center technology platform for Asterisk.

Overseer Watchdog System is an elaborate, automated software mechanism that closely monitors all servers and services. The solution can even initiate automatic fail-over and implement Q-Suite's Call Survival for voice telephony in the event of fault detection.

"We sensed the need to innovate and to provide an automated mechanism to allow for High Availability for contact centers", said James Terhune (News - Alert), chief technology officer at Indosoft, in a statement. "We have taken this a step further with our Call Survival mechanism.”

“The growth and fast pace evolution of Asterisk has generated great interest in Q-Suite's ACD technology,” Terhune added. “The Overseer Watchdog for Q-Suite is one more tool available for facilitating migration of sophisticated ACD applications to Asterisk."

With the Overseer Watchdog System for Q-Suite, deployment for mission critical ACD and telephony applications will provide high availability for on-going and new calls without disruption.

Contact center and ACD technology has greatly benefited from fast paced feature developments in modern telephony software changes, as well as the use of commercial off-the-shelf hardware. Further, these technologies have considerably decreased the cost of technology acquisition.

In a similar development in the call center industry, Rostrvm Solutions (News - Alert), a provider of contact center software applications, is helping call centers address the challenges associated with predictive dialer-based outbound campaigns, by allowing users to leverage intelligence from inbound communications to not only aid compliance, but also achieve a significant increase in outbound contact success.

Edited by Jamie Epstein

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