Indosoft Inc., developers of Q-Suite, the industry leading Call Center Software for Asterisk, announced today the availability of Mobile Agent Phone Login, to allow mobile employees to be a part of the ACD (Automatic Call Distributor). Employees can now login as an ACD agent using cell phones or other external phone devices without the need for a computer console. This feature enhancement to Q-Suite expands its flexible and powerful ACD to allow mobile agents to seamlessly be a part of the available agent pool within its skills-based routing.
Modern call center software requires employees to handle all of the customer-agent interactions from within a single application window. This improves agent efficiency, customer satisfaction and the overall ability to generate reports. This requirement to login to a computer and manage all of the agent-customer interactions is true for remote agents as well as at-home agents. With the introduction of this new feature, in addition to the computer based agents, Q-Suite will allow mobile agents to login through their phones and dynamically join their assigned queues, with the ability to answer calls based on skills-based routing rules.
Q-Suite is an advanced multi-tenant ACD and Dialer platform for contact centers using Asterisk telephony. Available for both Cloud and Customer premise installation, Q-Suite offers mission critical setup with High Availability and Call Survival. It comes with a feature rich library for CTI Integration to incorporate advanced ACD functionality into custom applications. For organizations wanting to migrate to the Asterisk IP telephony platform, Q-Suite provides the most comprehensive ACD and Dialer functionality with potent components like the Visual Call Flow Builder, Agent Customer Interaction Script Builder, Predictive Dialing, Real-time Supervisor Monitoring, Detailed CDR Cradle to Grave Reporting and Voice Recording.
"With this feature, contact center operators can deal with peak or off-hours calling periods with staffing plans that allow induction of mobile employees as temporary ACD agents", said James Terhune, Chief Technology Officer at Indosoft. "Skills assignment and associated Skill level will dictate the calls that mobile agents receive. This is another flexible tool within the call center software, with a simple mechanism for operators to login with a mobile phone device and to logout when not required. With the proliferation of mobile and cell phones, this adds an extra degree of freedom while planning resources for the contact center operations."