RNS Marketing Migrates Call Center Ops to Q-Suite

Officials of Indosoft, which makes contact center technology or Asterisk (News - Alert), have announced that RNS Marketing has migrated its call center operations in New Jersey to Q-Suite.

Q-Suite is an Asterisk based VoIP enabled telephony platform. The move lets RNS Marketing use call center software features in Q-Suite, with the goal of fulfilling “more complex program demands from its customers,” as well as finding cost savings, Indosoft (News - Alert) officials say.

With Q-Suite, web-enabled CRMs and applications can be integrated within web agent screens. The custom script development tool enables agent-customer interaction scripts, coupled to backend databases, to be developed and deployed. Q-Suite also offers .NET (News - Alert) and socket API for CTI integration to custom CRM and ERP business workflow applications.

RNS Marketing officials say this implementation lets them expand their call center capabilities, implement an IP-enabled contact center and avoid proprietary equipment lock-in. "We are impressed with our new contact center platform," said Bob Piperno, Chief Information Officer at RNS Marketing. “Our agents like Q-Suite's ease of use, while our managers appreciate its advanced tools like the Script Builder.”

A couple months ago TMC’s (News - Alert) Anil Sharma wrote that Indosoft upgraded its predictive dialer technology based on open source Asterisk. Predictive dialers are used by outbound call centers to keep their call center agents talking on the phone constantly.

Officials with Indosoft said that the company’s predictive dialer technology is designed to be compliant with strict guidelines from the FCC (News - Alert) in the United States and the CRTC in Canada, “so that the predictive dialer drops less than three percent of the total number of calls connected, excluding answering machines.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jennifer Russell