Contact Center Solutions Featured Article

Indosoft Announces Visual Dialplan Builder Component for its Q-Suite Tool

January 02, 2014

Indosoft (News - Alert) Inc., announced that a new component, Visual Dialplan Builder, will be added with the Q-Suite software to enable the integration of web service calls and Interactive Voice Response (IVR) calls creating an efficient workflow for seamless interaction with an enterprise’s CRM databases. Following the addition of a new component within the Q-Suite, the data obtained from an IVR call can be used as an input for initiating a web service call. The Dialplan stores the responses from IVR and web service calls for future reference and analysis for decision making.

In a release, Gabe Bourque, Chief Executive Officer at Indosoft, said “Q-Suite for Asterisk (News - Alert) is an impressive multi-channel ACD with skills based routing and queue prioritization for phone calls, emails, and web channels. Modern contact center operations depend on web services calls to perform and validate various business functions. Providing a method to invoke these web services from within the Visual Dialplan Builder tool will greatly improve customer service and enhance efficiency. Q-Suite’s Dialplan Builder can now be used to construct very effective visual call-flows that invoke web services with parameters captured at the IVR. The web service responses can be used to influence the decision making while branching into queues setup with skills based routing and prioritization.”

The newly added feature enables the contact center software to initiate web service calls using the IVR data as input and capture return values for further decision making purposes. The feature is ideal for integrating IVR with CRM and reporting modules in a simple way. The feature can be customized for various functionalities when incoming calls transit through an IVR. The functionalities include customer validation, prioritizing caller-list, transmitting data to reporting modules and routing the call to the appropriate queue by applying the pre-defined standard rules.

Indosoft Inc., is engaged in the development of multi-tenant software for Asterisk applications. The company’s flagship application Q-Suite is cloud-based contact center software offering high scalability and fault tolerance capabilities. Q-Suite is compatible with various technologies in addition to Asterisk such as MySQL, Apache and Linux.




Edited by Ryan Sartor

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