Virtual Call Center

Contact center software and technology solutions for Asterisk provider, Indosoft Inc. has announced that Advanced Communications (News - Alert) Group (ACG) has deployed the Q-Suite contact center software for Asterisk. 

ACG is known for its inbound and outbound call center service, catering to some of the world’s leading telecommunications companies. With this deployment of the Q-Suite, ACG will enjoy contact center software such as advanced Call Center ACD and Dialer for the Asterisk (News - Alert) platform. 

This deployment takes ACG to a reliable and advanced VoIP platform that offers enhanced contact center software feature-sets to complete customer contact programs for ACG clients at significant cost savings. It also allows the company to promote future growth on demand. 

As a contact center software solution, the Q-Suite delivers feature-rich call center ACD and skills-based routing for inbound and an efficient dialer for outbound. The solution also offers detailed agent and productivity reports, supervisor functionality, voice recording, quality control and interface to workforce management. 

The Q-Suite is considered to be an advanced contact center software solution to enable the migration of mature contact center operations to Asterisk. The easy-to-use custom script development tool also allows for the creation of versatile agent-customer interaction scripts with data piping and conditional displays. 

“We were looking for a reliable new generation IP contact center suite,” stated Dave McCall, president of ACG, in a statement. “We were aware of the tremendous technology advantage and cost savings associated with Asterisk and were looking for a top of the line contact center software to complement Asterisk PBX. Q-Suite provides the best of both worlds; its standard features and out of the box functionality came with the ability to build and customize services using the API for CTI (News - Alert) integration, and the impressive ability of its contact center software ACD to scale with growth.”

“Our primary focus is to help our clients build and strengthen the relationships with their customers and Q-Suite positions us to continue doing this into the future. With Q-Suite, we have significantly expanded our call center capabilities, implemented an IP-enabled contact center, and improved service levels at a reduced cost while avoiding proprietary equipment lock-in,” added McCall.

The Diaplan Builder is also available in the Q-Suite, providing the necessary platform for putting together a powerful IVR with its drag and drop GUI tool. The suite also offers the .NET and socket API for clear CTI integration for custom CRM and ERP business workflow applications. Companies can also enjoy detailed cradle-to-grave reporting through a comprehensive CDR and database. 

“An Asterisk based Call Center ACD is a game changer for any company seeking to improve performance without increasing costs,” said Gabe Bourque, chief operating officer at Indosoft (News - Alert). “Q-Suite's scalable architecture and its use of Asterisk telephony offer organizations, like ACG, an advanced but cost-effective IP contact center technology platform. Q-Suite on Asterisk with its industry leading ACD and Dialer functionality offers new generation capabilities to contact centers of all sizes that require the benefits of IP telephony.”

When it comes to powerful contact center software, the Q-Suite has considerable value to offer.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell