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
- Skills based routing and 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
- High Availability and Call Recovery on Single Point Failures
Contact Center Reports
- Live and Statistical Reports
- Live Listening and Call recording
- Live Agent Queue Status
- ACD Queue Reports
- Agent Performance Report
- Queue Performance Report
- Agent Time profiles
- Adhoc Report Builder
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.