Indosoft Inc., developers of Q-Suite, the industry leading Contact Center Software for Asterisk, announces the integration of Twitter into Q-Suite ACD. This will effectively extend the use of Q-Suite's powerful call center software to route, and monitor interactions with customers through social media.
The Call Center ACD within Q-Suite offers skills based routing for both voice and other media channels. It recognizes the asynchronous nature of customer interactions through alternate communication channels like Chat and Twitter, providing control over concurrent handling of multiple parallel interactions. Since social media conversations happen in the larger public space, skills based routing is useful in screening and directing these conversations to the right level in the management.
Q-Suite is an enterprise grade multi-tenant contact center solution with a scalable ACD for Asterisk. It offers High Availability and Call Survival for mission critical applications. The addition of social media into the Call Center ACD offers the ability to listen through a popular medium, and use its effectiveness in getting tuned to customer needs and reactions.
"Social media channel within a contact center software is a powerful mechanism to capture, analyze, and act on high impact conversations," said Gabe Bourque, Chief Executive Officer at Indosoft. "With this integration, organizations can pro-actively engage in developing new opportunities, detecting issues and gaining significant efficiencies. Since these customer engagement channels are in an open environment, key management personnel within every organization can listen in and engage effectively to realize the full value of the medium."
About Indosoft Inc.
Indosoft Inc. is the developer of Q-Suite, the leading multi-tenant contact center ACD and Dialer software suite for Asterisk. It has been providing call center software to medium and large contact centers for over ten years with multi-tenant and Cloud enabled deployments around the world. Q-Suite offers a unique ACD with skills based routing and queue prioritization for Asterisk, with .NET and XML library for Computer Telephony Integration (CTI). Q-Suite is also available as a private label contact center technology solution.