Asterisk Provider Deploys Indosoft Contact Center Software

Indosoft, a provider of contact center software and technology solutions for Asterisk, announced that Advanced Communications (News - Alert) Group (ACG), a provider of inbound and outbound call center service, has deployed Q-Suite contact center software for Asterisk.

Q-Suite for Asterisk (News - Alert) offers feature-rich call center ACD with Skills-Based Routing for inbound and an efficient Dialer for outbound. With this deployment, ACG gets an advanced Call Center ACD and Dialer for the Asterisk telephony platform.

With the availability of a reliable, advanced VoIP platform with enhanced contact center software feature-sets will fulfill customer contact programs for its clients at significant cost savings and allow for future growth on demand, according to company officials.

The Q-Suite Dialer functionality embedded in it greatly benefits outbound contact center operations because it is capable of running multiple concurrent outbound campaigns in Predictive, Preview and Progressive dialing modes.

Q-Suite also includes detailed Agent and Productivity reports, Supervisor Functionality, Voice Recording, Quality Control and Interface to Workforce Management. With these features, Q-Suite enables migration of mature contact center operations to Asterisk. With its easy-to-use custom script development tool, users can create versatile agent-customer interaction scripts with data piping and conditional displays.

“An Asterisk based Call Center ACD is a game changer for any company seeking to improve performance without increasing costs,” said Gabe Bourque, chief operating officer at Indosoft, in a statement. “Q-Suite's scalable architecture and its use of Asterisk telephony offer organizations, like ACG, an advanced but cost-effective IP contact center technology platform.”

“Q-Suite on Asterisk with its industry leading ACD and Dialer functionality offers new generation capabilities to contact centers of all sizes that require the benefits of IP telephony,” Bourque added.

Q-Suite also provides .NET (News - Alert) and socket API for CTI integration to custom CRM and ERP business workflow applications, as well as detailed cradle-to-grave reporting through its comprehensive CDR and database.

“We were aware of the tremendous technology advantage and cost savings associated with Asterisk and were looking for a top of the line contact center software to complement Asterisk PBX (News - Alert),” said Dave McCall, president at ACG, in a statement.

“Q-Suite provides the best of both worlds; its standard features and out of the box functionality came with the ability to build and customize services using the API for CTI integration, and the impressive ability of its contact center software ACD to scale with growth,” McCall added.

The Q-Suite has also helped the company expand the call center capabilities, implement an IP-enabled contact center, and improve service levels at a reduced cost while avoiding proprietary equipment lock-in, according to McCall.

Recently Indosoft (News - Alert) announced the release of Q-Suite 5.5, offering significant enhancements to the Q-Suite ACD trunk tracking module. The improved trunk tracking module in Q-Suite 5.5 provides organizations with unlimited flexibility in creating and setting up special purpose queues for unique call workflow and call handling, the company said.

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

Edited by Stefanie Mosca