Predictive dialers and automatic call distributors (ACD) are two vital technologies contact centers currently leverage to drive efficiency. Considering the benefits of these call center solutions, Responda, a provider of customer and answering services, has introduced its new Customer Interaction Platform powered by Q-Suite ACD, Indosoft’s (News - Alert) contact center suite.
The integrated solution provides the industry with a powerful, multi-channel, feature-rich platform that fulfills its complex answering services requirements. Based on the .NET (News - Alert) platform, Indosoft’s contact center solution offers complete ACD functionality with skills-based routing and queue prioritization. The solution helps outbound contact centers effectively use a predictive dialer for running multiple concurrent campaigns in both predictive and preview dialer modes.
Additionally, the Asterisk (News - Alert)-based solution powers many functions including a powerful GUI-based Call-Flow Builder for setting up IVR with database integration, integration to text-to-speech (TTS) and automatic speech recognition (ASR) Engines.
According to Joakim Ögren, president at Responda, the next generation IP contact center suite helps the company offer highly customizable solution to its customers. As a result, customers can focus on their core business and ensure that their customer service is represented in an exemplary manner.
“Our custom agent application was able to incorporate Q-Suite's full-featured Call Center ACD with all its standard features and out of the box functionality, using its rich web services API for CTI (News - Alert) integration,” Ögren added. “Our primary focus is to help our clients build and strengthen relationships with their customers.”
Gabe Bourque, chief executive officer at Indosoft, commented that Q-Suite’s scalable ACD and its use of Asterisk for voice media, makes it ideal for companies like Responda to build a unique IP-enabled contact center technology platform.
Thanks to the API for CTI integration, businesses can incorporate industry leading ACD and dialer functionality within their existing applications.
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Edited by Jamie Epstein