Indosoft's Q-Suite Offers ACD Data Integration to Irene to Improve Workforce Management
April 02, 2013
By Amanda Ciccatelli, TMCnet Web Editor
Today, a major component of call center software is workforce optimization (WFO), which continues to be a field of innovation. WFO helps companies improve the efficiency and effectiveness of their customer interactions, through solutions that capture interactions across all channels while analyzing and driving actions that affect business results and customer service.
WFO solutions include capabilities for call recording, agent evaluation and coaching, performance management, forecasting and scheduling, interaction analytics and feedback surveys. These capabilities are applied in solutions that enable businesses to harness an array of customer data to increase efficiency, improve sales efforts and improve the overall customer experience.
According to Lisa Rowan, an analyst at IDC (News - Alert), workforce management (WFM) applications are designed to automate the deployment of the workforce through workload planning, scheduling, time and attendance tracking, resource management, and rules and compliance management.
“Increasingly, WFM applications are being integrated into customer relationship management applications in a contact center environment,” she said.
Indosoft (News - Alert) Inc., a provider of the contact center solution for Asterisk telephony, recently introduced Q-Suite automatic call distribution (ACD) data integration for Irene, the WFM software from ISC. With this integration, the contact center ACD call data will be available to the WFM solution to aid with forecasting and scheduling.
Q-Suite is contact center software for Asterisk (News - Alert) telephony that offers global turnkey installations and software management for inbound and outbound contact centers.
“Workforce optimization is critical to managing costs. Productivity and call center operational efficiency are vital to the growth and long term viability of contact center operations,” said Gabe Bourque, CEO at Indosoft.
With skills-based routing, including call routing and queue prioritization, Q-Suite is an advanced scalable ACD, available to contact centers that want to deploy Asterisk clusters. It generates data for Agent, Queue, ACD and dialer activities for inbound, outbound and other media contacts.
The Supervisor dashboards display agent and queue activity from the real-time data, available within the contact center ACD.
Adapting to the convergence of voice and data, there’s a migration of medium and large contact centers to Asterisk-based contact center solutions. Q-Suite 5.7 for Asterisk is a set of multi-tenant call center software, offering a scalable, full-featured contact center solution with High Availability, Redundancy and Call Survival.
“Q-Suite provides granular details of the call center activity through its cradle to grave reporting,” continued Bourque. “As the leading call center software for Asterisk telephony, Q-Suite provides all the granular ACD call, queue and agent data required for forecasting and scheduling workforce in large call center setups with hundreds of concurrent agents.”
Edited by Braden Becker