Marketing firm DMi Partners has been using the Indosoft (News - Alert) Q-Suite contact center platform since 2010. There have been a number of upgrades to the software since that time, and DMi announced that it recently upgraded its own center to version 5.8 recently hit the market.
The updates included in this latest version include changes to the Q-Suite API, screen support for some trunk features, updated lead management, and support for warm transfers that can help smooth a customer's transition from one call center agent to another. James Delaney, the chief operations officer at DMi, commented in his company's announcement about DMi's history with Q-Suite and the benefits it will receive from this switch to the latest product version.
“DMi Partners has used Q-Suite since 2010. The upgrade to Q-Suite 5.8 was very smooth and easy,” Delaney said. “Since then, we've noticed an improvement in the responsiveness of the agent screens and reduced load on the system. The handling of warm transfers has improved, with call data smoothly transferring from agent to agent.”
It is perhaps the improvement of warm transfers that is the most important element here regarding the quality of customer service. Customers have an expectation that call centers will have multiple channels such as voice, video, text, and social media that agents will be aware of information transferred from one channel to any other. Warm transfers help with those transitions because they let the transferring agent speak to the incoming agent and get the new agent up to speed about what has happened with the customer so far. This way, when the customer begins to speak with the new agent, there is no need to repeat all that information.
The latest version of Q-Suite also transfers information from one agent to another through their respective computer screens. This way, no necessary customer information is missed and no time is lost.
DMi says it has found an improvement in performance with agent screens since making the switch. The system uses fewer overall resources, so even a large number of agents can work at the same time and find their computers as responsive as they need. This is definitely good news for DMi as it moves forward. If it needs to expand in the coming future, it can rely on the Q-Suite to scale with it and continue to keep resource usage low. This can speed up interactions between customers and agents and make features such as warm transfers as seamless as customers will expect.
Edited by Maurice Nagle