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NT Sweden Deploys Indosoft Call Center Software

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April 06, 2009

NT Sweden Deploys Indosoft Call Center Software

By Shamila Janakiraman, TMCnet Contributor

NT Sweden has announced it completed the installation of Indosoft call center software with a newly developed agent session controller at SAMTRANS. This agent session controller for the call center software enables NT Sweden to offer an inbound call center solution with a native Windows client with advanced features.

NT Sweden offers IT solutions for Windows and Linux platforms, providing professional services and technical customer support.

“We were in search of call center software with an ACD capable of handling sophisticated call routing as well as queue management to meet the business requirements of our client’s inbound call center. A core component of our requirements was a true ACD with skills based routing capable of providing proper queue prioritization on an IP platform,” said Mats Gåhlin, President of NT Sweden.

“We examined a range of hybrid-IP systems from Nortel, Avaya and Ericsson (News - Alert) as well as call center software for Asterisk. During our analysis of these various call center platform and technology, we ran into challenges trying to fulfill our client’s needs until we looked at Indosoft’s call center software, Q-suite. With its sophisticated ACD, excellent queue management, prioritization and balancing, we were able to offer a reliable call center solution based on the Asterisk (News - Alert) PBX,” added Gåhlin.

This call center software suite is suitable for technical services companies and offers more flexibility enabling customization and support for clients catering to their various business needs. The Asterisk telephony backbone running on Ubuntu (News - Alert) Linux helps the call center software in ACD and queue management of various inbound call center operations and the agent session controller for the call center suite integrates with native Windows business applications.

James Terhune, CTO of Indosoft noted that this deployment of a specialized call center has given the company confidence in managing an integrated call center to suit the needs of clients. The call center product can be used by telecom resellers in their future deployments by migrating to Asterisk, he added.

Indosoft call center software Q-Suite features an ACD with skills based routing, virtual queues and personal queues besides an efficient predictive dialer. It is a feature rich enterprise grade multi-tenant call center suite which can be scaled for future expansions.

Indosoft specializes in contact center software solutions for Asterisk. Its call center software suite and iHostPBX are multi-tenant and can be used for both hosted solutions and remote agents. The company also provides a self pacing compliant predictive dialer, audio conference systems, IVR solutions, do-not-call compliance and voice recording products.

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

Edited by Stefania Viscusi

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