Indosoft (News - Alert), a provider of contact center technology, recently announced that it has enhanced its Q-Suite Web Services API designed for enabling real-time access of contact center ACD activity data for CRM applications.
Q-Suite ACD provides granular access to centralized CRM applications, allowing data access through both push and pull mechanisms. The API enables skills based routing, sophisticated call distribution, queue prioritization and the use of a graphical IVR builder to manage call processing and routing for inbound contact centers.
“Contact center solutions are the backbone of modern commerce and operate in tandem with other business systems like CRM, Workforce Management System (WFS), Voice recording system, and other administrative systems,” said Gabe Bourque, chief executive officer at Indosoft, in a statement.
That said, cloud contact center services often have multi-tenant, multi-server deployments requiring access to real-time data for integration to different CRM applications. With the API, a CRM application can now invoke appropriate web service calls to pull on-going call information and agent activity details.
“For Cloud service offerings, web services API with XML, JSON, and YAML support provide an elegant way to obtain real-time call center ACD data,” Bourque said.
Q-Suite’s enhanced web services API provide access to immediate data for the current service level, call volume, call resolution, employee performance, and other parameters. These key performance indicators (KPI) can also be used to build custom real-time ACD and contact center performance reporting.
The web service API calls have also been extended to support JSON, YAML and XML. With this, a CRM application can more effectively handle incoming interactions in real-time, providing agents with the information they need to succeed.
Edited by Blaise McNamee