RNS Marketing Chooses Indosoft's Q-Suite Solution for Contact Center Telephony

Indosoft (News - Alert), which provides contact center technology solutions for Asterisk, has announced a new contact center client. RNS Marketing has migrated its call center operations in New Jersey to Indosoft's Q-Suite call center automatic call distributor (ACD). This migration to a VoIP-enabled telephony platform based on Asterisk, an open-source software implementation of a telephone private branch exchange (PBX (News - Alert)), is expected to help RNS Marketing leverage the enhanced call center software feature-sets available within Q-Suite, and fulfill more complex demands from its customers. It will also offer RNS both cost savings and capabilities for future growth on demand.

Indosoft's Q-Suite offers full ACD functionality with skills-based routing and queue prioritization, with dynamic interactive voice response (IVR) and Dialplan development. The solution's script builder allows Web-enabled customer relationship management (CRM) solutions and applications to be integrated within Web agent screens. This custom script development tool also enables agent-customer interaction scripts coupled to back-end databases to be quickly developed and deployed. Q-Suite also offers .NET (News - Alert) and socket API for CTI integration to custom CRM and enterprise resource planning (ERP) business workflow applications, as well as detailed cradle-to-grave reporting to meet the functional demands of contact centers. Outbound contact centers and customer retention operations will find value in the Q-Suite dialer, which is capable of running multiple concurrent outbound campaigns in both predictive and preview dialing mode.

RNS Marketing chose Q-Suite to acquire a new-generation IP contact center suite for Asterisk, the hybrid PBX developed by Digium. Asterisk (News - Alert) is unique in its capability to seamlessly blend IP and TDM connectivity, as well as to provide the latest refinement of telephony features demanded by complex contact center operations. Q-Suite has distinguished itself among call center software for Asterisk, by offering next-generation call center ACD features and tools that allow companies to deploy cost effective contact center technology solutions. As a result, RNS's implementation will help the company to expand its call center capabilities, implement an IP-enabled contact center with advanced functionality, avoid proprietary equipment lock-in, and provide improved service levels at a reduced cost.

“We are very impressed with our new contact center platform,” stated Bob Piperno, chief information officer at RNS Marketing, “We were looking to move to a VoIP platform in order to take advantage of SIP to both lower costs and have the flexibility to increase our capacity on demand. We were looking for an Asterisk-based solution, and after a period of using Q-Suite, we are pleased with the selection of Q-Suite as our call center solution. Our agents like Q-Suite's ease of use, while our managers appreciate its advanced tools like the Script Builder. This has significantly improved our ability to accommodate difficult program demands of our clients, and allows us to grow with confidence. The Indosoft team has proven to be both professional and eager to assist during the implementation and post-deployment phase, while their support goes above and beyond our expectations.”

“In today's extremely competitive call center industry, having the right technology is essential for any company seeking to continually improve performance without increasing costs,” said Gabe Bourque, chief operating officer at Indosoft. “Q-Suite's unique ACD and its use of Asterisk telephony make it ideally suited for companies, like RNS Marketing, that require advanced but cost-effective IP contact center technology platform. Whether it's through the unique Web interface or through the advanced API for CTI (News - Alert) integration, Q-Suite allows businesses to fully incorporate industry leading ACD and Dialer functionality within their mature, existing applications. Q-Suite on Asterisk offers new generation capabilities to call centers of all sizes that require the benefits of IP telephony.”

Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Jamie Epstein