White Papers - Contact Center ACD Software
Setting up Cloud Contact Center using Asterisk
Setting up operations in a reliable data center provides instant scalability and does away with the need for large capital investment and capacity planning. This white paper will provide insight into the key components of a successful Cloud contact center platform. Along the way, introduce Q-Suite, the leading and unique ACD and Dialer software for Asterisk, which will allow your contact center to compete head-to-head at a fraction of the cost. Click here to read more or right click and download the pdf.
Call Center ACD
It has been an exciting time for the call center industry with the non-stop innovation and evolution in technology and telecommunications. Technology managers can now opt to use Asterisk as the telephony platform for their Call Centers. It is a great time to evaluate the available contact center technology solutions and to build out a cost effective, sophisticated, next-generation call center technology platform. The right telephony platform with the right call center ACD software will .... Click here to read more or right click and download the pdf.
Migrating Large Call Centers to Asterisk
Asterisk is the dominant hybrid (IP/TDM) telephony platform. Successfully migrating to a superior contact center platform can often be a competitive differentiator and should be of critical importance for large call centers. If you are looking to migrate a call center to Asterisk,.. click here to read more or right click and download the pdf.
Uniform API for CTI Integration to Asterisk using Q-Suite ACD
One unique benefit of Asterisk is that it provides a real cost effective migration path to IP telephony for many organizations. Computer Telephony Interface (CTI) allows integration of ACD and call control into business systems. Although CTI is nothing new, the need to implement CTI for Asterisk is in high demand. This paper will explore CTI for Asterisk and introduce Q-Suite, a full-featured call center ACD using Asterisk telephony and its uniform API with CTI library capable of delivering next-generation contact center functionality. This is a sure way to ensure that business systems and CRM drive the telephony interaction with customers and not the other way round. click here to read more or right click and download the pdf.
Realizing Healthy Call Center ROI: Taking Advantage of New Technologies To Significantly Reduce Costs
As importance and demand for the contact centers grew with the growth in global e-commerce, the sophistication and capabilities of the contact center technology platform increased exponentially, while the cost per seat has gone down annually. click here to read more or right click and download the pdf.
Selecting an ACD for your contact center
Automatic Call Distributor (ACD) has revolutionized the contact center industry by delivering the ability to manage, route and handle customer interactions systematically and efficiently. Contact center industry has matured and ACD systems have made leaps and bounds in delivering robust, stable and proven call-handling capabilities to many mission critical businesses. click here to read more or right click and download the pdf.
Maximizing Outbound Dialing Capabilities with the right Contact Center Technolgy Platform
Developing two-way interactions to provide timely, important and actionable information to customers is a great way to develop personal customer relationships, build loyalty, drive business efficiencies, and significantly increase revenues and return on investment (ROI). Many leading outbound contact center service providers are implementing innovative outreach programs within their call center operations to reach out to customers. click here to read more or right click and download the pdf.
Integrating CRM and Custom Apps into your Call Center
The rapid growth in communication technologies over the last few years has presented call centers with an unprecedented opportunity to support complex customer interactions. Independent applications, tailored to manage the business process of customer interactions, have an increasingly important role in daily call center operations and are used extensively to perform crucial duties that significantly improve productivity. However, since such applications tend to operate independently of the call center software, many are asking the prevalent question: "how do we setup a flexible contact center technology platform to optimally integrate these custom applications and tailored Customer Resource Management (CRM) systems?" click here to read more or right click and download the pdf.
Features to look for while acquiring a powerful inbound call center ACD software
The functionality and features available within your contact center technology platform have a direct impact on the efficiency and productivity of your call center. Vendors are touting multi-tenant, Internet driven IP (Internet Protocol) platforms with unified communications and remote distributed architecture as a strong alternative to the legacy hardware with TDM (Time Division Multiplexing). Ultimately it is the sophistication of the features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), feature-rich IP PBX functionality, call recording, predictive dialing, Agent Scripting and a host of other features and reporting that will determine if your next-generation Voice over IP (VoIP) contact center can provide the competitive advantage that you are seeking. click here to read more or right click and download the pdf.
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