Indosoft Unveils Q-Suite Data Incorporation with Irene

Indosoft (News - Alert) has unveiled Q-Suite ACD data incorporation for ISC’s Irene, the company’s workforce management or WFM software. Q-Suite is a Contact Center ACD for the Asterisk (News - Alert) platform from Indosoft. This latest incorporation ensures availability of contact center ACD call and agent information to the WFM offering, which thus assists with prediction, preparation and assignment.

Q-Suite delivers skills-based routing with refined call routing and queue prioritization. Contact centers wishing to implement Asterisk clusters are offered a sophisticated scalable ACD by Q-Suite. Comprehensive data for agent, queue, ACD and dialer activities are created by Q-Suite for inbound, outbound and other media contacts. Additionally, in-depth instantaneous data, available inside the contact center ACD, can be used to generate agent and queue activity. This activity can be viewed on the Supervisor dashboards and wallboards. Furthermore, the data created by the contact center ACD can also be utilized by WFM offerings to predict and plan their workforce.

With a rise in the acceptance of the convergence of voice and data, several medium and large contact centers have moved to Asterisk-based contact center solutions. As a scalable and complete contact center solution feature boasting high availability or HA, Redundancy and Call Survival is delivered by the multi-tenant call center software, Q-Suite 5.7 for Asterisk

In a statement, Gabe Bourque, CEO at Indosoft said, “Workforce optimization is critical to managing costs. Productivity and call center operational efficiency are vital to the growth and long term viability of contact center operations. Q-Suite provides granular details of the call center activity through its cradle to grave reporting. As the leading call center software for Asterisk telephony, Q-Suite provides all the granular ACD call, queue and agent data required for forecasting and scheduling workforce in large call center setups with hundreds of concurrent agents.”

Q-Suite is complete feature contact center software for Asterisk telephony from Indosoft Inc. The organization delivers fixed-price installations and software management for both inbound and outbound contact centers across the globe. Chat, e-mail and social media services can also be incorporated in a simplified manner using Q-Suite’s unified ACD. CRM and ERP applications can now firmly incorporate computer telephony into business solutions with the help of Q-Suite and its strong API for CTI (News - Alert) incorporation.