Call Center Management Feature Article
January 09, 2013
Indosoft Improves Call Center Management with SIP Phone Auto-Provisioning
By Rajani Baburajan, TMCnet Contributor
Indosoft (News - Alert), a provider of call center management 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 (Cisco (News - Alert)) 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.Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Amanda Ciccatelli