Contact center technology & software for Asterisk

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Overview of Q-Suite - Contact center technology platform for Asterisk

Why Indosoft Contact Center Software Suite?


It is not an exaggeration to say that we have the most complete call center software for Asterisk that you can imagine. A product of many years of research and development, it is a fully customizable call center solution that will accommodate the requirements of just about any inbound and outbound call center that you need to setup. Above all, it scales to multiple Asterisk servers to fulfill your requirements for large call centers. This call center software was designed with multi-tenant hosted inbound and outbound applications in mind. With a call center technology platform on the leading hybrid IP-PBX Asterisk, the Indosoft Q-suite provides a seamless interface to VoIP and TDM.

What does Q-Suite offer for a contact center?


Q-suite is the Indosoft call center platform for Asterisk. It has a fully customizable mid-tier "Q-Pump" with a sophisticated ACD and a "Trunk-tracker" capable of managing multiple telephony servers. The Admin interface provides "easy to use" screens to setup and manage a call center. Q-suite is so feature rich that you will be amazed at all the call center features that it provides. Whether it is an inbound call center with skills based routing or an outbound call center with predictive dialing, it has got it all. This call center software suite has an inbuilt "script-builder" to create custom scripts for the agent screen. Script building, embedding web applications and integrating back-end applications have never been easier. It has an incredible "Call Flow" builder to accommodate the most complex call routing. Above all, you can custom design your web agent screen with the clicks of your mouse. If it is difficult to believe, contact us for a web demo.

Integrate the call center software to your existing Applications


If you are one of those organizations who have invested in building a native client application for the agents to handle incoming or outgoing calls and want to continue using the application, we have a comprehensive set of API interface to the call center software suite. Whether it is an inbound call center business application or an outbound call center special application for a vertical market, the API can accommodate and provide all the necessary interface for the agent to be logged in and receive calls based on "skills based routing" or "predictive dialing".

Inbound Contact Center with ACD


The incoming calls to a call center are the main point of contact with potential and existing customers for most organizations. A good ACD with efficient skills based call routing offers round-the-clock access and facilitate fast call resolution. This is vital to the success of the inbound call center whether it be for sales, customer service or support. Indosoft call center suite with its flexible next generation ACD will help you setup queue routing based on skills, DNID/ANI/DID, time of the day scheduling and other business rules. This will reduce cost per call, increase agent productivity and overall efficiency thereby offering higher quality of service.

Outbound Contact Center with a Dialer


Advanced dialer, good custom script builder, customizable wrap-codes, effective list management and good reporting are essential for any outbound call center. Indosoft call center suite Q-suite, comes with an efficient compliant predictive dialer and a compact expandable CRM to provide the necessary tool for setting up an effective outbound contact center. You can setup multi-page scripting with branching capability as well as access any other web enabled CRM like "Salesforce.com" or "SugarCRM". The call center technology platform has ready made features like "call recording", "snoop" and "whisper" for quality improvement.

Contact Center Solution FAQ

  1. What is call center software?
    2. Call centers require Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), interactive Voice Response (IVR), Queuing, advanced Call Routing, dialing and other back-end process management and automation. The call center software should have an ACD capable of providing skills based routing with priority, an easy to setup tool for building IVR, call queues as well as advanced predictive and preview dialing. It should also provide good tools for managing the inbound and outbound campaigns as well as computer telephony integration required for the contact center.
  2. What are call centers?
    3. Call center handle customer interaction for organizations through telephone, chat, e-mail and other electronic forms of communications. What started as telephone communication have become unified communications and therefore the term .contact center has come into vogue. Most call center employees are referred as agents or customer service representatives and traditionally they work under one roof. With the rapid advancement in VoIP and communication infrastructure this notion is being fast challenged by at-home agents working remote by dialing into hosted contact centers.
  3. Is there a difference between call center software and contact center software?
    4. Generally most call centers handle more than just phone calls. In today.s world communication is unified and typical call center agents handle phone calls, IM chats and e-mails. The traditional call centers have expanded their role into unified communication contact centers. The name call center is so popular that it is still used to commonly but the trend towards using contact centers is growing. Contact center seem to carry less negative connotation over the name call center. As a matter of fact, Chat, E-Mail and Web-site integration functionality for contact centers should be available in most call center software software.
  4. What is unique about Indosoft call center software Q-suite?
    5. Indosoft call center software suite for Asterisk is a comprehensive contact center technology solution. It comes with a superior ACD tightly integrated with the hybrid IP-PBX Asterisk. Q-suite is multi-tenant full featured contact center software with Chat and E-Mail integration. It also comes with a self-pacing Predictive dialer, a fully fledged IVR builder, an integrating scripting tool and Skills based intelligent routing. This call center software technology allows setting up home agents, remote agents and premise based agents. For agent phones, you can use VoIP (Vonage, Skype) or TDM connections like regular phone lines. You can terminate your long distance and incoming calls through VoIP (SIP or IAX) as well as TDM (PRI E1/T1). The call center software can run in a blended mode for agents who are set to handle inbound calls as well as make outbound calls.
  5. What kind of contact centers will benefit from it?
    6. The most common example of use of contact centers involve sales, marketing, customer service, technical or other forms of support. Every call center receiving inbound calls or making outbound calls will benefit from the Indosoft call center software Q-suite. For inbound call centers, Q-suite offers a unique web based script building tool to integrate your existing business application as well as create new scripts into the call center software suite, seamlessly. When calls come into the Queue, the call pop-up and your web application will open up with the scripts simultaneously, based on the DID/DNIS and the Queue. It also offers a very powerful call routing and management tool which will allow creation of incredibly powerful IVR in a matter of minutes.
  6. What is a multi-tenant call center software suite?
    7. Call center software with separate isolated partition for every client is referred to as multi-tenant call center software. The proliferation of hosted infrastructure services has spurred the development of multi-tenant hosted call center services. This provides for better utilization of computer telephony hardware and contact center software, with many different organizations sharing the same call centre infrastructure. Not having a premise based call center infrastructure moves the upfront capital cost into long term service cost.
  7. Why did Indosoft choose Asterisk platform for its contact center suite?
    8. Asterisk is the leading hybrid IP-PBX that has revolutionized the call center industry. It has dramatically reduced the cost of setting up an enterprise grade call centre. It is feature rich and offer seamless TDM and VoIP interface. Indosoft migrated to Asterisk in 2003 and has worked towards creating comprehensive call center software for Asterisk. Q-suite represents a big step towards providing such a call center technology platform for Asterisk.
  8. What are the main advantages of using Indosoft call center software suite for Asterisk?
    9. Indosoft call center software Q-suite offers the most complete contact center software solution for Asterisk. With a fully configurable ACD and a power predictive dialer, this call center software has all the components required to setup, manage and run an enterprise grade call center. The comprehensive sets of tools allow you to setup and manage your inbound and outbound campaigns in real-time. The software is completely web enabled and comes with an extremely powerful Script-builder that allows creation of custom scripts as well as integration with web based CRM. The ACD with skills based routing and the Dialplan builder allow for sophisticated inbound campaigns. You can build the most powerful IVR in few minutes and integrate it into you inbound campaigns.