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12solutions Installs Indosoft Call Center Solution at MWEB, Nigeria
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12solutions Installs Indosoft Call Center Solution at MWEB, Nigeria

May 28, 2009
By Anuradha Shukla
TMCnet Contributor

Indosoft and 12Solutions have installed Indosoft (News - Alert) Q-Suite call center software suite at MWeb, in Nigeria.

12 Solutions provides call center consulting, training and professional services to inbound and outbound contact centers in Nigeria. They hope the outbound call center technology with predictive dialing will enhance their existing Asterisk (News - Alert) platform and provide all the tools and functionality required to setup and manage inbound and outbound call center campaigns.
Included in the contact center software suite are useful features such as preview and agent ready dialing as well as a compact CRM to manage calling lists and leads. Boasting superior ACD "Queuing Engine," Indosoft Q-Suite provides call routing based on skills as well as caller identification, dialed number, time of day, and other complex customer defined criteria.
Laura Ugbe, president of 12Solutions explained that due to an increase in competition among service providers, they need extremely sophisticated call center software with efficient predictive dialing capabilities. They will use this solution to increase customer retention and reduce 'customer churn' by enabling outbound calling campaigns for clients.
The company also wanted the outbound call center suite to be customizable and contain a self regulating predictive dialer along with an easy to use, yet powerful scripting tool.
12Solutions is impressed by Indosoft call center software for Asterisk and extremely satisfied with the productive performance of the contact center and their resulting ability to raise customer retention.
“This is the most advanced call center software for Asterisk we have seen. It is an ideal choice for all call centers,” said Ugbe.
Elaborating on their product suite, James Terhune (News - Alert), CTO of Indosoft said that Indosoft call center software suite has a complete outbound call center feature set with predictive dialing and ACD. The solution provides an extremely powerful scripting tool to create custom scripts, call disposition and wrap-up codes as well as elegant lead and list loading interfaces.
He continued, “It captures data points to report on agent time profile, list performance and extraction. It has call monitoring and recording feature, as well as other leading call center management tools. This is a feature rich enterprise grade contact center software for both outbound and inbound contact centers and can scale for multi-tenant hosted service.”
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Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Jessica Kostek

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