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Indosoft, a provider of contact center software and technology solutions, announced that Advanced Communications Group, a call center service provider, has deployed Q-Suite contact center software. This software provides ACG with an advanced Call Center Automatic Call Distributor that is capable of skills based routing, queue prioritization, and a graphical Interactive Voice Response builder to manage calls. ACG’s Q-Suite software also contains a predictive dialer for the Asterisk platform. Predictive dialers eliminate wasted productivity by connecting only successful outbound calls, instead of forcing agents to listen to busy signals or answering machines.

Dave McCall, President of Advanced Communications Group, explained his company’s decision to choose Q-Suite:

“We were looking for a reliable new generation IP contact center suite… 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 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.”

Indosoft COO Gabe Bourque commented that:

“An Asterisk based Call Center ACD is a game changer for any company seeking to improve performance without increasing costs… 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.”

Call Center Technology Marchs On

Call centers have been strongly trending towards VoIP technology platforms. VoIP has overtaken traditional architecture in call centers, giving call centers many new features for call routing and analytics. VoIP allows agents to receive calls through their computers. VoIP has greatly cut long distance fees, made adoption of teleworkers easy, and lowered infrastructure costs. Asterisk is a popular open source telephony software.

ACG’s adoption of Q-Suite technology sends a signal to other call centers to examine their own technological capabilities. Is your call center equipped with the best tools to optimize the customer experience?

 

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