Q-Suite - Multi-tenant scalable enterprise grade call center software for Asterisk

A complete contact center software

When you look to migrate or start new, it is important to identify the call center software that will satisfy your requirements for the present and the future. Cloud driven IP based solutions are the norm and the call center software has to satisfy the features and flexibility requirements whether deployed in the Cloud or on-premise. Try and test drive Q-Suite's Cloud deployment to evaluate the call center software's suitability for your needs. You will also notice the cost savings that come with Q-Suite, without the overhead of having to manage the technology stack. Q-Suite is multi-tenant, web based, and runs on a technology stack that is well tested and rugged. It is the next generation contact center software for Asterisk based deployments. Its API will allow you to integrate to any custom CRM. It comes with a multi-channel ACD capable of Queue Prioritization and Skills Based Routing. It has a highly customizable database and an excellent dialer. The IVR builder allows you to create custom call-flows with minimal effort. Its tools will let you build sophisticated custom scripts for agent customer interaction. Above all, it can offer high availability and call survival with excellent real-time and statistical reporting.

Customize your contact center with Q-Suite GUI tools

There are a number of powerful tools within the call center software, including tools to customize the web interface for Agents, develop and deploy powerful scripts within the Agent screens and build and manage sophisticated call routing and IVR for your contact center. The ACD with skills based routing and queue prioritization, as well as the powerful IVR builder, offer full control over setting up inbound services and campaigns. The predictive dialer, along with preview, agent ready dialing and versatile list management capability, provide full control to manage outbound campaigns. The call center software admin portal provides all the necessary tools to run an enterprise grade contact center with Asterisk. Asterisk has built in voice recording capabilities and Q-Suite's live monitoring and live dashboards provide the tools and information to keep the contact center productive. Real-time and historical reporting and CDR features solidify Q-Suite as a leading call center software for Asterisk and meets the most demanding contact center needs.

Key features of Q-Suite Call Center Software

  • Multi-tenant call center software for Asterisk
  • ACD with Skills Based Routing and Queue Prioritization
  • Automatic self pacing FCC compliant Predictive Dialer with Preview and Agent Ready dialing capabilities
  • Web based Agent Screens or native Windows client using API based on .NET or TCP/IP socket library
  • GUI based Dialplan Builder to create sophisticated IVR
  • Lead and List Management with a comprehensive CRM
  • Advanced Script Builder tool for customizing scripts in Agent Screens
  • Customizable Agent Screens to fit your look and feel requirements
  • Integrate your web enabled CRM to the Inbound/Outbound pop-up
  • Outbound Predictive dialing as well as Preview and Agent Ready dialing
  • Extensive and customizable Queues
  • Real-time and Historical Reporting
  • Contact center performance - Dashboard and Wallboard Reports
  • Integrated CTI platform to provide IVR and Voice Recording
  • Complete and feature rich call center software for Asterisk
  • Fail-safe call recovery with redundancy and High Availability

If you are looking for call centre ACD software for setting up an Asterisk based contact center, look no further than Q-Suite. The effectiveness of Q-Suite based contact center technology platform using Asterisk will become obvious when you look at the features, ease of setup, and the value for money. Q-Suite is a multi-tenant, call center software with an ACD which can scale to multiple Asterisk servers. Redundant Q-Suite ACD setup has built in call recovery fail-over mechanism to protect on-going and future calls from single point of failure.

This call center software offers almost all important features that you require for your contact center, right 'out of the box'. It provides customizable Web interface for Agent as well a good .NET based API for embedding and integrating the CTI to your custom applications and CRM. It comes with a sophisticated ACD capable of queue prioritization and skills based routing . The contact center agents can work in blended mode on both inbound services and outbound calling campaigns.

The Script building tool within the call center software is powerful enough to satisfy the requirements of most inbound and outbound contact centers. The script builder comes with an array of drag and drop tools to develop powerful scripts that will fulfill requirements ofmeet the demands of most sophisticated script building requirements.

Cradle to grave reporting is an intrinsic component of the call center software CDR. There are detailed reporting for Agent productivity, Queue and Agent Statistics, Performance reporting, Wallboards and other necessary metrics to manage the operations of your contact center. Voice recording and Listening are built into the standard feature set of the call center software.

A Multi-tenant call center software permits segregation of different contact center tenants into separate partitions. This feature is especially useful for hosted providers of contact center service. The Indosoft call center software Q-Suite and the Indosoft PBX iHostPBX are both multi-tenant enabled software capable of scaling to multiple Asterisk. The super-user has the ability to setup and allocate trunks that each tenant can use. All the customizations are available to the tenant. Within each tenant there are various privilege levels to allow the tenant to effectively manage the contact center operations. A single tenant can run multiple contact center operations.

Automatic Call Distribution (ACD) refers to the ability of the call center software to manage, route and handle interactions. The Q-Suite provides one of the finest ACD for any call center software and is specifically designed to run on Asterisk. The ACD comes with a powerful Dialplan builder for creating sophisticated IVR (Interactive Voice Response). Every call routed to an agent will have detailed call pop-up with DID/DNIS, campaign and Queue information. The ACD is linked to the scripts allowing not only the pop-up of the call and queue detail but also the relevant script including web applications and CRM.

Key ACD Features

  • Time of the Day, Day of the week, Calender scheduling
  • IVR creation with a sophisticated GUI Dialplan Builder and XML interface to data sources
  • Multiple DID/DNIS per inbound contact center service
  • Queue prioritization, Multiple Music On Hold, Service Level, Branching
  • Skills based routing (Agent skill assignment, Queue Skill assignment)
  • Script builder
  • Custom Call Dispositions and Wrap-up codes
  • DND and Custom DND
  • Detailed CDR
  • Transfers (Live, Assisted and Consultative)
  • Detailed Cradle to Grave Reporting
  • Detailed Live Wall Board

Agent Web Interface
Q-Suite offers web browser agent screen that can be customized and controlled using a powerful set of tools available within the call center software. An extremely sophisticated Script Builder for creation of scripts with custom variables and embedded URL like any web enabled CRM or web-sites. Custom disposition or wrap-up codes as well as custom DND codes allow for detailed reporting of agent activity.

Agent Web Screen Features

  • Configurable Agent Screen
  • Customizable Screen Layout and Contents
  • Customizable Wrap codes / Disposition
  • Custom Break/DND codes
  • Transfers (Blind/3-way/Consultative)
  • Nail-up and Dial-in feature for Voice
  • Multi-page scripts
  • Client - Info and Incoming Call Details
Agent .NET API integration
Q-suite offers a very powerful .NET library as well as an OCX library to integrate CTI software into your existing custom and native client applications. The .NET API provides complete access and interface to the call center software and its CTI database. This provides you with the opportunity to make the call center software and its CTI engine to work under the hood with your custom CRM or application.

Socket API integration
Q-suite offers comes with a socket library to allow eas integration of your existing custom CRM or application to the call center software and its database. If you are looking to migrate your vertical application to Asterisk and need a powerful CTI engine with a fully developed ACD, the Q-Suite socket API will provide all the hooks and interface to this powerful call center software.

Outbound Dialer
Q-Suite offers an extremely proficient dialer available within its call center software suite for Asterisk. Predictive, Preview and Agent ready dialer modes are concurrently available within the call center software solution. The Predictive dialer is self-pacing and compliant to FCC regulations.

Key Dialer Features

  • Predictive, Preview and Agent ready dialer
  • Monitor List performance and alter List priority
  • Time of the Day Enforcement
  • NPA-NXX call time scheduling for the Dialer
  • Multiple concurrent predictive dialer campaigns
  • Dropped call recording in the predictive dialer mode
  • Concurrent predictive and preview dialer mode for the same campaign
  • Predictive dialer connects within milliseconds, to hear the 1st 'Hello'
  • Callbacks scheduling
  • Script builder
  • Custome Call Dispositions and Wrap-up codes
  • DND and Custom DND
  • Ansering Machine Detection
  • Transfers (Live, Assisted and Consultative) and Third Party Verification calls
  • Detailed Cradle to Grave Reporting

Indosoft call center software offers detailed cradle to grave reporting for both inbound and outbound contact center operations. These reports cover every aspect of the contact center operations. Agent performance, lead performance, queue performance and media cost performance can be easy monitored. A detailed CDR reporting is also generated by the call center software.

Inbound contact center reports

  • Real-time Agent Status
  • Real-time Queue Status
  • Agent Time Profile
  • Queue Performance Report
  • Agent Queue Performance Report
  • Agent Disposition & Wrap-up Report
  • Media Dollar Call Tracking (DNIS/DID)
  • Live Listening
  • Listening to Voice Recording
  • Custom Reports
Outbound contact center reports
  • Real-time Agent Status
  • Real-time Dialer Status
  • Agent Time Profile
  • Custom Disposition Report
  • General Performance Report
  • Lead Performance Report
  • Real-time Dialer Performance Graph
  • Live Listening
  • Listening to Voice Recording
  • Custom Reports

Within the call center software, you will find one of the most powerful web based script builder available for contact center solutions on Asterisk. This script builder tool is an invaluable tool in developing scripts, integrating web applications and creating custom variables for your outbound campaign or inbound services. With ability to create multiple script pages, it is possible to have surveys and scripts with branching to the different pages. Simple applications like 'Help Desk' or 'Trouble Ticket' are easy to create and integrate into the call center software. You can embedd your Web pages and applications with the script with a click of a button.

Script Builder Features

  • GUI based WYSWYG Script builder
  • Embedd Text with data from the leads and system
  • Create different types of custom fields
  • Trigger various actions like call recording
  • Multi-page script with jump from one page to other based on customer response
  • Integrate your web applications
  • Open web application by passing parameters in the command line within the Script Builder
  • Assign Scripts to Lists (outbound) and Queues(inbound)

Dialplan builder is a GUI tool to develop IVR and call routing in Asterisk from within the call center software. It is an extremely powerful tool to develop call flow. It has an elaborate set of functions to process an incoming call and decide its routing and managements.

Dialplan Builder Features

  • GUI based WYSWYG Dialplan builder
  • Create sophisticated IVR
  • Database interface
  • Branch options
  • Branch to Queues
  • Branch to Other Dialplans
  • Integrate to Web services
  • Create Billing events for IVR
  • Library of functions for IVR

The iHostPBX by Indosoft is a complete GUI to setup, manage and run your phone system. Built upon Asterisk PBX, it can handle your requirements,whether you are a small or large premise based organization looking for a stable sophisticated phone switch or a service provider offering multi-tenant hosted service. A key ingredient to any good phone system regardless of your industry domain or size, has to be able to grow, adapt, and change with the increasing demands and requirements. The iHostPBX not only meets those demands head on buit will exceed them by provide your organization with the savings, flexibility and freedom to take them to the next level.

Dialplan Builder Features

  • Setup and management of multiple trunks
  • Setup various types (SIP, Skype, IAX, TDM, H323)
  • Setup and management of multiple auto-attendants and DIDs
  • Time of day routing, multi-level IVR auto attendant creation
  • Creation of administrative and end-user accounts and extensions
  • Creation of ring groups and call queues
  • Manage call recordings
  • Setup and management of voicemail (mailboxes, voicemail to email, voicemail folders)
  • Access and creation of custom feature/star codes.
  • Music-on-Hold management
  • Creation and management of conference rooms
  • Access to the iHostPBX script library

FAQ - Indosoft call center software for Asterisk, Q-Suite

  1. When do we need a call center software for Asterisk?
  2. If your contact center uses Off-Hook agents logged into multiple queues and you require skills based routing and queue prioritization, you will require a call center software with a good ACD functionality. You may have experienced difficulty in enforcing queue prioritization, queue balancing and skills based routing with agent in Asterisk due to a variety of reasons. queue implementation in Asterisk works differently. An ACD specifically meant to handle contact center operation will provide a variety of features like scripts, pop-up and script associated to calls (DID/DNIS), Dispositions and Wrap-ups as well as craddle to grave reporting.
  3. How do you license Indosoft contact center software Q-Suite?
  4. Q-Suite call center software can be licensed on a per-month usage basis, or a one-time perpetual license can be obtained based on the number of Asterisk servers connected to Q-Suite. Per-month usage licensing is ideal for centers with fluctuating workloads, or fast-growing organizations. Additional services can be licensed in either model. We can provide the required know-how to source the hardware for the call center infrastructure as well as perform the required installation via remote access.
  5. What are the feature sets of the Indosoft call center software?
  6. The Indosoft call center software Q-suite is designed to be an out of the box complete contact center technology solution. The details listed above.
  7. Does Indosoft call center software solution permit blending?
  8. Yes. Indosoft call center software allows blending. A blended contact center agent will be in both outbound campaign as well as inbound service. The agent can be in a predictive dialing campaign making outbound call as well as take calls coming into an inbound DID.
  9. What kind and type of hardware is required for the call center software suite?
  10. Hardware is a key determinant in the capacity of any Asterisk based contact center. Everything from voice recording, CODEC conversion, predictive dialing and total number of concurrent voice conversations consume hardware resources. Standard basic single Qsuite license requires two hardware servers for the default installation of the call center software. Quad core processors, hardware RAID, 15 RPM for the HD, in excess of 8GB RAM and redundant power supply are essential to the server. Voice recording and CODEC voice compression will also require processing power and RAM. If you are using Digium or Sangoma TDM hardware for Asterisk, it is preferable that you do not use more than 6 PRI E1/T1 ports in a single Asterisk server because of the interrupt demands. An enterprise grade contact center has many requirements and the planning should be conservative as the cost of hardware is relatively less compared to the cost of disruption to service. Indosoft call center software installation uses one server for Apache/MySQL and the other server for Asterisk/Q-suite(Indosoft call center software for Asterisk).
  11. Can we use Skype for Asterisk as a part of the contact center solution with your call center software Q-suite?
  12. Yes. Skype for Asterisk can take advantage of the Skype connectivity and its calling rates to make calls. Skype interconnectivity to Asterisk allows Asterisk users to make use of Skype's superior codec and voice quality for VoIP. Skype also provides business control panel to manage the accounts. There is a one time per license fee cost associated with Skype For Asterisk for the channel driver for Asterisk based systems. Adding Skype for Asterisk to any Asterisk server will enable access to the Skype network, its PSTN access and Skype users.
  13. We have our own CRM and agent application. Can we integrate with your call center software to use Asterisk?
  14. We provide a powerful set of API for .NET and well as a socket interface to integrate your application to our CTI Engine. We also have a set of XML interface to our database. It allows your special application to take advantage of the ACD and the Dialer for Asterisk. You organization might have invested and developed powerful user-interface for managing applications like collections, mortage approval, trouble-ticket and specialized domains. It is a straight forrward exercise to integrate the CTI engine of our call center software using our powerful set of API.
  15. Can we get access to the call center software for evaluation?
  16. Yes. After reviewing a web demo of our call center software and determining that it meets the requirements for your call center solution, we will be glad to provide you with access to real working contact center setup at hosted sites.
  17. How long have you been deploying Asterisk based call center software?
  18. We started migrating our contact center software in early 2003. By late 2003, we were deploying Asterisk based call center solutions. Over the next 2 years we rebuilt our ACD to work efficiently with Asterisk. In 2008, we started deploying the multi-tenant version of our call center software suite for Asterisk software.