ACD for Inbound Contact centers using Asterisk PBX

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Inbound Contact Center Software with ACD and Skills based routing

Why Q-Suite for your Inbound Contact Center?

The Indosoft call center software for Asterisk delivers a complete inbound contact center right out of the box. Its mature contact center software layer leverages the power of Asterisk as PBX to provide all the required functionality. The call center software has a built-in ACD with skills based routing capable of sophisticated call distribution, Queue prioritization and a graphical IVR builder to manage call processing and routing for inbound contact centers. This ACD is an intrinsic part of the Indosoft Q-Suite. The GUI allows easy management of all facets of setting up and running inbound services within the contact center.

What does Q-Suite offer your Inbound Contact Center?

Q-Suite offers one of the most advanced and complete contact center feature-set for Asterisk that you can imagine. It takes the mystery out of setting up your most complex inbound service. Whether you want skills based routing, call distribution, queue prioritization and call recording, listening to live calls or detailed CDR reporting from cradle to grave, it is straight out of the box. Q-Suite running on Asterisk PBX as a backbone of your contact center will result in enormous cost savings for your organization. It has both VoIP and TDM(PRI T1/E1) interface for telco and you can take advantage of new and emerging connectivity options like SIP on G729 and Skype to Asterisk. Your contact center will be able handle premise based agents as well as home based agents alike. You can blend agents or enable agents to do outbound calls while working on inbound campaigns. With detailed Wallboard, you can manage the service level of the contact center effectively to improve customer experience.

ACD Features

Skills based routing
Queue prioritization
IVR Setup with GUI Dialplan Builder
Web services interface to Databases
Multiple DID/DNIS per inbound service
Script builder with embedded Web applications
Custom Wrap-up codes and DND
Transfers (Live, Assisted and Consultative)
Time of the Day scheduling

Contact Center Reports

Live and Statistical Reports
Live Listening and Call recording
Wallboards
Live Agent Queue Status
ACD Queue Reports
Agent Performance Report
Queue Performance Report
Agent Time profiles
Adhoc Report Builder

Inbound Contact Center Setup with Q-Suite

The confluence of IP and telephony as well as the rapid advancement in VoIP has dramatically altered contact center technology. In an internet driven economy where bricks and mortars are being replaced by click and downloads, your organization requires a dynamic and efficient contact center operation. Indosoft call center software Q-Suite for Asterisk offers a complete inbound contact solution, right out of the box. It can be combined with e-mail and chat to create a complete unified solution. Depending on your contact center requirements you can enable outbound dialing as well as blend agents to work on both inbound and outbound.

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 a powerful array of tools to develop a multi-tab script into which you can embed any web enabled CRM or application. It has a highly customizable database and an excellent predictive dialer.

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

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
Custome 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 Interface

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.

Contact Center Reports

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

Script Builder

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

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

FAQ - Inbound Contact Center Software

What is an ACD?

ACD (Automatic Call Distribution) is a generic term used to describe telephone switches capable of providing functionality to enable call routing, management and handling for contact center applications. Every PBX has a telephone switch in its core. But not all switches have ACD capability.

Why do we require your ACD for the inbound contact center?

Every inbound contact center requires a robust mechanism to distribute calls from its queues to the available agents. With multipe queues, skills based routing and queue prioritizations, the ACD will distribute the incoming calls in the correct sequence to your next avaialable agent thereby allowing to increse productivity and maintain service levels.

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.

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.

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.