Contact Center Solutions Featured Article

Indosoft Announces Partnership with Vidanetwork

November 26, 2012

Indosoft Inc., developer of Q-Suite, the call center ACD for Asterisk (News - Alert), has announced a partnership with Vidanetwork, which delivers a suite of IP-based communications products that allow organizations to communicate effectively in today’s global market, and offer cloud and managed services multichannel contact centers.

This partnership takes advantage of the synergy between two organizations that recognize the advantages of providing contact center technology for Asterisk.

Company officials said the flexible architecture of Q-Suite will allow Vidanetwork to offer distributed cloud centric managed contact center services that can fulfill the most demanding requirements of modern call center operations.

With its scalable and feature-rich high availability call center solution, Q-Suite is a unique, powerful and cost-effective ACD for Asterisk.

Q-Suite 5.7 allows managed and hosted service providers to offer advanced call center ACD, queue management, dialer, real-time wallboards, historical reporting and integration to workforce management software – all available out-of-the-box.

Web services for integration, the ability to theme the look and feel, visual call-flow and Dialplan builder and a built-in script builder make it a complete set of call center software for Asterisk.

“We are excited to offer Managed services using Q-Suite 5.7,” John Munshour, VP of business development at Vidanetwork, said in a statement.

The managed contact center service is a rapidly growing segment. The combination of Q-Suite and Asterisk provides a powerful and cost-effective contact center platform.

“In Q-Suite, we have a complete contact center solution with powerful ACD and Dialer functionalities. We are impressed with its inbuilt tools like the sophisticated Call Flow Builder, Script Builder for Agent Customer interactions, and its extensive CTI (News - Alert) library using .NET and XML API,” he said.

TMCnet in October reported that Indosoft  has made several improvements to the call queue features in Q-Suite ACD.

The improved call queue features include queue callback for abandoned calls, callback priority management and Web callback integration into skills-based routing. Skills-based routing and call distribution to agents within the Q-Suite ACD are manipulated by skills and queue precedence of call queues.

Contact centers can now provide a better-quality customer experience with the latest feature – improvements that also offer increased control over inbound ACD queue administration.

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Edited by Braden Becker

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