Contact Center Solutions Featured Article

Q-Suite Enhanced Once Again, Now It Is for Real-time ACD Reporting

December 27, 2013

As telephony is migrating totally towards VoIP, various considerations have been going behind building a technology platform for call center. Asterisk is a dominant hybrid PBX (News - Alert) which is widely accepted as a good telephony platform for call centers, with its interface to both TDM and VoIP.

Indosoft is the developer of Q-Suite, a multi-tenant cloud contact center software for Asterisk (News - Alert) capable of managing multiple telephony servers. Q-Suite is constantly evolving to satisfy its customer requirements. Latest is that the company has enhanced real-time reporting capabilities in Q-Suite, with the addition of audible notifications triggered by automatic call distributor (ACD) queue conditions.

“Q-Suite for Asterisk is an industry leading contact center solution providing a multi-channel ACD with skills based routing and queue prioritization for phone calls, emails, and web channels. Real-time queue metrics can be used to marshal the staff for carrying out procedures that have been put in place for handling sudden spurt in call volumes,” Gabe Bourque, chief executive officer at Indosoft (News - Alert) said in a statement.

“The requirements for this feature enhancement to the real-time reporting capability of the contact center software suite came out of the ACD user group," Bourque added.

As indicated, key queue metrics from Q-Suite ACD can be used as triggering conditions to produce audio alerts for tracking contact center activities in real-time. Now the software can provide audible notifications based on key queue metrics triggered by real-time conditions and stats.

In many cases, floor supervisors and supplementary staff will make themselves available to the ACD to handle the call volume. According to the company, with the enhancement to the real-time reporting capability of the call center software, an additional alert mechanism is now made available for contact center floor managers to improve the overall customer service.

Edited by Cassandra Tucker

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