As the main point of contact for many customers, a contact center’s performance is put into focus. A key challenge for many organizations is to consider how their contact center and its software can enhance the customer experience.
This is especially challenging for organizations that are also trying to control their overall costs, and are considering offshore outsourcing as an alternative approach. Technology plays a key role, but it's important for organizations to look more broadly when they consider the overall customer experience. Customer experience is what actually happens to the customer – for instance, do they have to wait, do they receive a recorded message or do they speak with a live agent when they call the contact center?
Responda, a provider of customer and answering services, has launched a new customer interaction platform powered by Indosoft’s (News - Alert) contact center suite. With the integration of its agent-customer interaction system to Q-Suite ACD, Responda introduces a multi-channel contact center platform that fulfills its answering services requirements.
“Selecting the right contact center technology is crucial to improving productivity while bringing down costs,” said Gabe Bourque, CEO at Indosoft, in a statement.
As a provider of contact center software and technology for Asterisk (News - Alert)-based call centers, Indosoft has been providing high availability solutions with redundancy to medium and large contact centers around the world for over a decade.
“We offer services that are completely customizable to customer needs. This allows our customers to focus on their core business and be safe in the knowledge that their customer service is represented in an exemplary manner,” commented Joakim Ögren, president at Responda.
Q-Suite offers ACD functionality with skills-based routing and queue prioritization. It comes with built-in tools including a GUI-based call-flow builder for setting up IVR, with database integration, integration to text-to-speech (TTS) and automatic speech recognition (ASR) engines. Additionally, its cradle-to-grave data capture fulfills reporting requirements of modern contact centers. Outbound contact center operations can effectively use the dialer, capable of running multiple concurrent campaigns in either predictive and preview dialing mode.
“Our custom agent application was able to incorporate Q-Suite's full-featured Call Center ACD with its standard features and innovative functionality, using its rich Web services API for CTI (News - Alert) integration. Our primary focus is to help our clients build and strengthen relationships with their customers,” added Ogren.
Q-Suite’s scalable ACD and its use of Asterisk for voice media, makes it ideal for companies like Responda to build a unique, IP enabled contact center technology platform. Q-Suite API for CTI integration also allows businesses to incorporate ACD and dialer functionality within existing applications.
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Edited by Jamie Epstein