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Indosoft Improves the Call Center with SIP Phone Auto-Provisioning

By Rajani Baburajan, TMCnet Contributor

Indosoft (News - Alert), a provider of call center solutions, has enhanced the Q-Suite contact center software for Asterisk telephony, by adding SIP phone auto-provisioning capability with the inclusion of Polycom and Linksys (News - Alert) (Cisco) IP phones.

Q-Suite 5.7 is designed to improve call center management as it provides a multi-channel software platform to set up medium and large call center operations using Asterisk (News - Alert) as the telephony platform. The Automatic Call Distribution (ACD) offers out-of-the-box, skills based routing, full-feature queue setup, over-flow management and advanced call routing.

Q-Suite 5.7 also features a powerful Graphic User Interface (GUI) tool for building IVR, call-flows and Dialplans. Q-Suite collects cradle to grave data for building real-time and historical reports while providing supervisor dashboards and wallboards for efficient call center management.

With the latest auto-provisioning capabilities, Q-Suite provides large and distributed contact center deployments using a variety of hard and soft IP phones with the ease of phone registration and management. Home and remote agents now have a greater choice in selecting a preferred SIP phone.

“Auto-provisioning with phone registration management is a must for large call center setup,” said James Terhune (News - Alert), chief technology officer at Indosoft, in a statement. “We are constantly expanding SIP auto-provisioning within our call center software to include more phone manufacturers. This will provide Q-Suite based contact centers a wider choice of IP phones.”

Additionally the software allows contact center ACD agents to work either on-hook or off-hook phone designations, and at the same time supervisors and remote at-home agents can take advantage of multi-channel phones with advanced features.

High volume contact center operations prefer off-hook mode for regular agent phones, where the phone stays connected to the phone system controlled by the call center ACD, receiving every call with a beep preceding its arrival. This reduces the average caller wait-time in queues by minimizing the time taken for handing calls over to the agents.

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