Indosoft said that this agent desktop for Windows, developed in C# and built using the .NET CTI (News - Alert) library for Q-Suite, provides all the available call pop up and real-time statistical information collected by the contact center software.
Unified queue management within Q-Suite ACD is driven by skills based routing controlled by skills, skill levels and queue prioritization.
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.
According to company officials, Q-Suite ACD for Asterisk offers unified support for inbound, outbound and multimedia communications, allowing efficient handling of customers. It comes with a powerful Web Agent Interface with a built-in Scripting tool for developing efficient agent customer interactions. “Having all the essential customer information arrive at the agent desktop before each call, empowers agents to provide relevant and personalized service,” said Justin Traer, director of support services at Indosoft (News - Alert), in a statement.
Traer said that real-time statistics within the session controller allows agents to gauge their performance and the overall functioning of the contact center.
“Organizations wanting to move to Asterisk based contact centers require a power ACD with a full function library for CTI integration. The .NET (News - Alert) based Agent Session Controller and XML based Web Agent Interface can also serve as a sample code for businesses wanting to build custom Agent interfaces for internal applications with CTI Integration,” he said.
Recently, Indosoft announced the availability of Mobile Agent Phone (News - Alert) 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.Modern call center software enables employees to handle all customer-agent interactions from within a single application window. This improves agent efficiency, customer satisfaction and the overall ability to generate reports. This ability to login to a single computer and manage all agent-customer interactions holds true for remote agents and at-home agents as well.
With the introduction of this new feature, 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 established skills-based routing rules.