Stroudwater Contact Point has announced the introduction of its new Dirigo iQueue IP-ACD/PBX (News - Alert).

 

Dirigo iQueue is a server-based Automatic Call Distributor (ACD) and PBX supporting digital, analog and VoIP telephony standards.

 

Dirigo is a Latin term meaning “to guide,” but of course you already knew that.

 

Based on the highly popular Asterisk (News - Alert) open-source PBX, iQueue provides a comprehensive set of PBX features including conference bridging, follow-me extensions and voice mail.

 

Bill Hunt, Stroudwater’s President & Chief Technology Officer, told TMC’s Nadji Tehrani’s crystal ball for 2006 that “this coming year, I look for vendors and customers to finally realize that the contact center is not simply an expense but is, in fact, a critical strategic revenue and marketing component of any company. The ones that recognize this will thrive. Companies that don’t recognize this and don’t address the issues involved will fade, whether they are vendors or customers.

VoIP will “continue to grow,” Hunt said, but questions whether for the short term “it will be the truly disruptive technology that has been forecast. I believe in the majority of cases, it will be deployed simply as a less expensive alternative rather than being leveraged to its full potential. For the long-term, however, it will add great value by allowing customers to chose their own methods of interaction with a company; on their own terms and in their own timeframe.”

 

Stroudwater has added enterprise-class ACD capabilities such as unlimited agent groups, multiple routing strategies, detailed real-time displays, flexible, standards based reporting by agents, campaigns and groups, advanced call recording and monitoring, remote agents, virtual queues, unique ACD softphone, true third-party call control, advanced yet easy-to-use scripting.

 

Designed to handle contact centers from 5 positions to more than 75 positions, iQueue provides a robust and stable platform for growth. Dirigo iQueue provides customers with a legacy PBX or ACD an upgrade path at their own pace from their current TDM environment to a true IP based PBX and ACD.

 

When used with Stroudwater’s Dirigo iGuide dynamic desktop environment, it provides a complete end-to-end product for business telephony.

 

“Dirigo iQueue provides a level of capabilities not previously offered in this price range,” claims Bill Hunt, Stroudwater Contact Point’s president and chief technology officer. “Stroudwater’s experience in implementing enterprise contact centers has given us a unique perspective that allowed us to give iQueue the power of an enterprise-class ACD combined with high-end PBX functionality with the price point of a mid-range business PBX.”

 

Field trial implementations of iQueue are scheduled to begin at two 70-seat facilities in May. The product will be formally launched May 11.

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