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Call Center Software for Asterisk
When you are looking to setup or upgrade your contact center, take a bit of time to evaluate the Indosoft call centre software suite. The effectiveness of the contact center platform, the ease of use, and the value for money will be obvious. Indosoft call center software Q-Suite is a multi-tenant, web based next generation contact center solution for Asterisk. This call center software provides Web based Agent Interface as well as .NET based API for integration to you custom CRM. The call center software application comes with a sophisticated ACD capable of queue prioritization and skills based routing. It has a highly customizable database and an excellent predictive dialer. You can setup inbound, outbound and blended campaigns within the call center software, thereby improving your contact center productivity. You can seamlessly integrate your existing business systems and solutions with the call center software.
There are a number of powerful tools within the call center software 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 offers full control over setting up of inbound services and campaigns. The predictive dialer along with preview, agent ready dialing and versatile list management capability provide the ability 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 an in-built voice recording capability and our admin monitoring live dashboards provides all the necessary tools and information to keep the contact center productive. With powerful reporting and CDR features, we offer nothing but the best call center software for Asterisk for your contact center needs.
Highlights
- Multi-tenant call center software for Asterisk
- ACD with Skills based routing and Queue Prioritization
- Automatic self pacing FCC compliant Predictive dialer
- 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 building tool for building scripts into Agent Screens
- Customizable look and feel of Agent Screens to fit your 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
Q-Suite - Indosoft Call Center ACD Software for Asterisk
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.
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.
ACD
Automatic Call Distribution
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
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
FAQ - Indosoft call center software for Asterisk, Q-Suite
- When do we need a call center software for Asterisk? 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.
- How do you license Indosoft contact center software Q-Suite? Indosoft call center software is licensed on a per Asterisk server connection to Q-Suite. We do not impose any per agent seat license for the contact center. The one time license gives you perpetual right to use the software. We will provide the required know-how to source the hardware for the call center infrastructure as well as perform the required installation through remote access. This applies to both TDM using PRI or VoIP using SIP.
- What are the feature sets of the Indosoft call center software? 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.
- Does Indosoft call center software solution permit blending? 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.
- What kind and type of hardware is required for the call center software suite? 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).
- Can we use Skype for Asterisk as a part of the contact center solution with your call center software Q-suite? 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.
- We have our own CRM and agent application. Can we integrate with your call center software to use Asterisk? 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.
- Can we get access to the call center software for evaluation? 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.
- How long have you been deploying Asterisk based call center software? 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.