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Worldwide Access Solutions Launches Cloud-Based Call Center Operations Services
By Rajani Baburajan, TMCnet Contributor
Worldwide Access Solutions (WASI), a provider of call center operations solutions has released its innovative suite of on-demand cloud-based contact center services.
The new on-demand services come on the heels on the recent launch of the company’s cloud infrastructure driven by Q-Suite, the multi-tenant call center operations solution powered by Indosoft (News - Alert) and designed for Asterisk. The solution powers a highly flexible model that has been designed for organizations to continue to enhance their call centers.
Through integrating the CTI (News - Alert) interface of Q-Suite, the company will be able to satisfy the real-time needs of its multi-site call center clients using the ACD and Dialer software platform, company officials said.
“We provide control and visibility over individual and distributed contact center sites with real-time call history and dispositions” said Mike Deane, chief architect and CTO of WASI, in a statement. “Our sophisticated interfaces with superior Web services help manage and enhance the efficiency of our client's contact center operations.”
The cloud-based call center operations platform along with the ACD and Dialer engine from Q-Suite can handle increasing inbound and outbound call volumes on demand and does away with the need for capital investment and capacity planning for call center operators, Deane added.
“Q-Suite is an ideal contact center suite for cloud deployment with its feature-rich multi-tenant ACD and Dialer software that can effortlessly scale to multiple Asterisk (News - Alert) servers,” said Gabe Bourque, chief operating officer of Indosoft, in a statement.
In addition to the ACD and Dialer engine, Q-Suite is also characterized by a powerful GUI-based tool for script building, IVR development and PBX (News - Alert) setup. Thus, the platform offers all of the capabilities required by today’s innovative call centers.
“The multi-tenant Q-Suite contact center solution with its advanced ACD, Dialer and an extensive .NET (News - Alert) and socket library for CTI Integration is well suited to accommodate on-going growth in organizations like WASI,” Bourque added.
Recently, call center operations provider Knowlagent released a case study that detailed how the company’s training implementation improved call center operations at a healthcare provider. A key initiative for this company was the staffing of the call center operations with a combination of on-premise and at-home agents, as well as offshore outsourced agents.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein