A predictive dialer is an important tool for call centers as it dials a list of preset telephone numbers and connects answered calls to agents in a short period of time.
Recently, Indiana-based sales fulfillment and communications firm SGI Inc. deployed Indosoft’s (News - Alert) Asterisk - based call center suite, Q-Suite, to enhance customer care services.
Q-Suite, a scalable call center software suite for Asterisk, offers a powerful and compelling next-generation IP-enabled contact center platform at a reduced cost. An automatic self pacing FCC (News - Alert)-compliant predictive dialer with preview and agent ready dialing capabilities is one of the key features of Q-Suite.
In a press release, James Terhune (News - Alert), CTO of Indosoft, said, “Q-Suite is an advanced ACD and Dialer Engine that offers compelling features like business intelligence driven outbound dialing, skills based ACD routing with queue prioritization and cradle to grave reporting”.
Through seamlessly integrating Q-Suite, SGI will now be able to offer comprehensive customer contact services, such as inbound, outbound, and predictive auto-dialer driven outbound IVR notification solutions. This will further help SGI to improve its existing nationwide customer fulfillment capabilities.
“At SGI, a comprehensive one-stop provider of sales collateral fulfillment service, we were looking for a sophisticated call center software package to offer enhanced inbound, outbound and automated notification services to our customers. In particular, we were looking for a powerful call center ACD with skills based routing, a predictive dialer and a superior script builder capable of setting up demanding agent-customer interaction scripts,” Ryan Cromer, network manager & engineer at SGI.
“We were well aware of Asterisk (News - Alert) as a telephone switch and were looking for a call center software to augment our platform. With this deployment, we are able to offer a complete call center solution that effortlessly satisfies the complex demands of our customers. The open architecture and the interface tools within Q-Suite allow easy integration to our backend systems," Cromer added.
Edited by Jamie Epstein