Indosoft, Inc.

Call Center Software

Indosoft Call Center Suite is a perfect blend of Web based CRM with a flexible and robust Agent Interface, open but fully customizable Database, excellent Outbound Dialer and a sophisticated Inbound Automatic Call Distribution (ACD) and Queue mechanism. The Call Center software allows for easy integration with your existing business systems and solutions. We also offer private labeling to make it look and feel like your own.

This Contact Center software includes a robust web enabled Agent Interface, an open CRM, a powerful script building tool for Agent screens, fully customizable MySQL Database schema, an excellent Outbound Predictive, Preview, Agent ready Dialer and a versatile Inbound ACD with an easy to use GUI tool for setting up the sophisticated skills based routing. At the PBX level, Asterisk has in-built Voice Recording capability and our admin monitoring and reporting provides all the necessary tools and information for the call center management to keep you contact center productive.

The functional modules in the Indosoft Contact Center suite

Web Agent Interface
Script Builder
CRM database
Q-Pump (Mid-Tier and Session Manager)
Connector (CTI Interface Manager)
Graphical User-Interface Wizard Setup tool for Inbound and Outbound
ACD
Predictive Dialer
Admin. Monitoring and Reporting

Setting up and managing a contact center effectively requires a sophisticated call center software with rich functionality and ease of use. Indosoft call center solution is built for multi-tenent, multi-campaign use and comes with all the essential tools to setup and manage a call center. With reliable technical support from Indosoft support team, it has never been this easy.

Highlights

Setup Campaigns with ease
Use Lead loading Template to handle variations in leads
Inbuilt sophiticated Script building tool for Agent Screens
Modify the look and feel of Agent Screens based on Screen resolutions
Handle Multiple Clients effortlessly
Setup Multiple Campaigns for each Client
Setup Mutliple skills based Queues for each Campaign
Create balanced and prioritized call handling<\li>
Integrate your web enabled CRM to the Inbound/Outbound pop-up
Use Indosoft's Open CRM for Inbound agents
Blended Agents
Outbound Dialing in Predictive, Preview and Agent Ready mode.
Automatic self pacing FCC compliant Predictive dialer
Extensive and customizable Queues for Inbound
Real-time agent and campaign reporting
Integrated CTI platform to provide IVR and Voice Recording

Agent Interface
The Agent interface is Web based and intuitive. Every time an agent handles a call, the Computer Telephony Interface (CTI) will provide an instant screen pop-up with all the required information from the customer database using Dialed Number Identification (DNIS) information. This is completely customized to suit the client, CRM requirements. In the case of Outbound Dialing, the agent will have the name and required client information before the 1st ‘hello'. All callbacks can be set using convenient the GUI capable of taking the guessing game out of time zone and Daylight savings time. A confirmation letter, fax, email or invoice can be immediately generated based on preset formats and sent out as a follow-up. Voice Recording is an inherent part of the system that can be enabled depending on the business requirements. In an Inbound campaign with the Indosoft CMS, call routing based on client business requirements can be very easily implemented using parameters like Skills, Quota, DID, Geography, etc.

Database
The Indosoft CMS database is a comprehensive Contact Management database capable of seamless interface with customer database information. This database can work standalone or merge with the Customer's existing Client database. This database is available in standard open source platforms like MySQL or Postgres as well as Oracle . It can be ported to other RDBMS like SQL-server with relative ease.

Dialer
The Indosoft Dialer is capable of functioning in Predictive, Preview, Agent Ready or Power Dialer mode. It is a soft Dialer capable of VoIP (SIP, H323, IAX) and PSTN (ISDN PRI) interface, to the telephone network.

Inbound
With virtually unlimited capacity to add and scale inbound queues, the system can provide automatic call distribution based on Skills, Quota, DID, DNIS and other factors established by the business. The switch is capable of generating Network busy to re-route calls during off-hours. It can also provide virtual Queues that will permit callers to hang-up and still be in the Queue. The system will dial-out and bridge it to the available agent at the appropriate time. The Indosoft automatic call distributor can,

Improve productivity by routing the call to the agent queue with the right information
It can route calls based on sophisticated customer-defined business rules
Integrate in-built Interactive Voice Response in the Inbound Platform to maximize efficiency
Provide load balancing across multiple locations using PBX network busy signaling

Real Time Do Not Call Blocking
The Indosoft Inc. customer premise real time Do Not Call blocking system is an excellent way to ensure compliance with Federal, State, and company Do Not Call requirements.

Find out more details about our Do Not Call Blocking solution >>

Administration
The system provides a comprehensive set of Administrative Interface allowing Managers to fully control the contact center with ease.

Web Based Administrative screens for management consoles
Scripting
Instant Listen-in to any conversation without detection
Creating Templates in MS Word for downloading to the system
Live Call Statistics
Live Agent Reports
Production Statistics
Total customization for complete business needs

PBX
Indosoft solution uses the best of breed PBX that is feature rich, stable and versatile, and provides the best connectivity to the telecom network. In reality, it's a lot more than a PBX and can also function as a media server, a protocol gateway, and a conference bridge.

Find out more details of our PBX solution >>