Setting up hosted multi-tenant contact center for remote and home agents
Hosted Contact Centers
Indosoft provides technology for hosted Contact Centers, also popularly known Contact Center On-Demand, a complete, scalable,
multi-tenant contact center software suite that includes ACD, IVR, CTI, Predictive dialing, voice recording with a complement of powerful
administrative and management tools. With improving internet access and VoIP connectivity, contact center as a service has gained in popularity.
Why Q-Suite for your hosted multi-tenant platform?
Q-suite multi-tenant call center software suite for Asterisk is a mature platform capable of providing sophisticated inbound ACD
with call routing based on skills and service levels. Q-Suite has a robust self pacing predictive dialer capable of significantly increasing
the agent productivity for outbound telemarketing. GUI based wizards allow for easy management of both the inbound and outbound call center
suite tenants. The administrator of the multi-tenant call center will provision the tenant and the number of concurrent seats for the tenant.
Once provisioned, a tenant will have the ability to setup the call center suite to suit business requirements of the operation.
Features and Tools within Q-Suite
There are a significant number of salient features that make the Indosoft contact center software suite the ideal for hosted multi-tenant
deployment. The agent devices can be configured to be either TDM or SIP. The agent screens are web browser enabled and can accommodate
third party web applications as well as legacy main-frame emulators. The initial voice connection for the agent is setup by a nail-up call.
The campaign management tool allows the creation of multiple lists and each list loading is identified by batch. The powerful script builder
tool allows creation custom scripts and integration of web applications on a multi-page format. Hosted contact centers with remote agents
offer distinct advantages. It reduces the overhead required in managing and running a premise based call center and makes it very
flexible. For the service provider, its multi-tenancy model provides the ability to sell call center as a service.
There are many good reasons to setup hosted contact centers. For individual businesses it gives them an opportunity to take advantage of home agents
and eliminate large office space costs. With data centers eager providing quality hardware, internet bandwidth and SIP termination it is a
a serious option to consider. For contact center service providers, it is an opportunity to provide contact center on-demand as a service and
generate recurring revenue.
Q-Suite will meet the requirements of both individual businesses as well as service providers. It comes with a powerful administrative portal
which controls access to the functionality of the contact center based on roles and privileges.
You can find more information about
voice quality, codec and bandwidth
in our blog.
Contact Center Features
- Tenant Management
- Trunk Management
- Scaling to Multiple Asterisk servers
- Outbound Campaign and Inbound Mervices Management
- Lead and List Management
- DNIS (B-Number) and CLID (A-Number) Management
- ACD, Skills based Routing and Queue Management
- Superior Script Builder
- Graphical Call routing (Dialplan) Builder
- Concurrent Multi-campaign Dialer with self-pacing predictive, power and agent-ready dialing
- Monitoring and Reporting
- Branding and Custom look and feel for Agent Screens and Admin Portal
- Integration to your existing systems
- .NET and OCX API for integration to Windows clients
- Concurrent Multi-campaign Dialer controls