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Indosoft Intros Visual IVR Builder Enhancements for the Contact Center

By Amanda Ciccatelli, TMCnet Web Editor

Today, it is a known fact that some Interactive Voice Response (IVR) systems and live contact centers are frustrating for customers, especially mobile customers who want faster, easier transactions. Both businesses and consumers are calling for ways to leverage smartphones in order to improve self-service IVR and live support.

So, Visual IVR was created to replace the traditional audio-based phone menu with a visual interface on the Web or smartphone. Given the universal disdain for the IVR experience and ubiquity of the Web and smartphones, it is definitely the Visual IVR’s time to shine.  

In fact, Indosoft (News - Alert) Inc. recently introduced its enhanced Visual IVR Builder with the release of Q-Suite 5.7.2, offering a GUI-based Visual IVR Builder tool to enable customers to develop powerful IVR systems.  Today, Indosoft is a global provider of call center software for Asterisk (News - Alert) and has been deploying Q-Suite all over the world for more than twelve years. The GUI-based Visual IVR Builder is one more tool available within Q-Suite for setting up medium and large multitenant contact center services using Asterisk.

“A dynamic visual modeling tool for building Call Flow and IVR is an absolute necessity for modern contact center operations,” said Gabriel Bourque, CEO at Indosoft, in a statement.

Q-Suite IVR Builder serves as a tool for increasing efficiency and reducing customer wait times for inbound contact centers. It comes with a large library of functions within an intuitive visual tool to build call-flows to leverage data and technology for better customer management.  For instance, for effective call handling, an IVR can interact with available databases to identify priority callers, retrieve caller data and associated parameters. Further, customer experience can be enhanced by incorporating third party libraries for TTS (Text to Speech) and ASR (Automatic Speech Recognition) into the Dialplan Builder.

Q-Suite is an enterprise class multitenant contact center solution with a scalable ACD for Asterisk clusters. It offers high availability and call survival for mission-critical applications through its Overseer Watchdog system. Cloud and customer premise installations benefit from its tool-sets. The Visual Call Flow Builder is one such tool within this call center software that unleashes the functionality of the Q-Suite ACD and the underlying Asterisk PBX (News - Alert).

“We set out to build a vivid and intuitive tool to create and deploy powerful IVR applications within Q-Suite,” commented Bourque. “The release of Q-Suite 5.7.2 with rich tools like the Visual Dialplan Builder, offers a truly advanced and cost-effective contact center solution for Asterisk.”