Indosoft, developer of Q-Suite, a multi-tenant call center software for Asterisk (News - Alert), announced that it has modified Q-Suite’s Visual Dialplan Builder to add and enhance features when used with an Interactive Voice Response (IVR) system.
The most significant change is a generally improved interface with reduced clutter and clearer dissemination of information, including better drag-and-drop functionality and a notable revamp of revision control tools. The connections between components are indicated much more clearly to prevent overlooking development errors, a problem that has plagued effective implementation of large and multi-page dialplans for some time.
“Dialplans and Interactive Voice Response systems are a hugely important element of any call center software,” said Stephen Ray, developer of the Q-Suite and a Senior Director at Indosoft (News - Alert). “With the Q-Suite 5.7.7 Visual Dialplan Builder, we are offering true drag-and-drop functionality which greatly simplifies the task of building an effective IVR. With features like post-hangup call processing, clients are able to post call information to external systems or save call details within the system for later use. Q-Suite 5.7.7 has set the bar high for multi-tenant call center software, and we are constantly pushing the boundaries of what is expected in the contact center.”
This update also adds some new functionality, especially in regards to its Music On Hold (MOH) service. It is now possible to select different MOH classes in individual cases in the dialplan, and by extension it is much simpler to select different options for IVR paths. There is also a vastly improved feedback system and the addition of retry capabilities for extension dialing inside the IVR. Functionality can be applied after the caller has hung up, which saves an impressive amount of data and enables employment of IVR features like Web services or call tracking to ensure no information is lost before it is properly processed.
Edited by Alisen Downey