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Indosoft Announces Major Enhancement to Its Call Center ACD Software for Asterisk

June 15, 2011

Indosoft Inc., a global provider of call center software for Asterisk recently released the latest version of its Q-Suite Call Center ACD Software. Named Q-Suite 5.5, the new release packs many new features that enhance the value of the Indosoft’s flagship software.

The Q-Suite ACD trunk tracking module of the software received some major enhancements. The enhancements are designed to deliver unprecedented flexibility to customer contact centers. The module enables third party developers to utilize Asterisk for applications requiring unique and demanding call workflow, as well as extensive reporting and oversight capabilities, the company officials clarified in a statement.

Indosoft, a specialist in Computer Telephony Integration (CTI) development claims to have invested many years in developing its unique and powerful call center ACD software for Asterisk.

According to the company, as a complement to Asterisk, Q-Suite provides organizations seeking to utilize Asterisk as their IP telephony platform with rich ACD functionality, including Skills Based Routing, Queue Prioritization, Hot Desking for Agents, Real-time Queue Overflow Management, Real-time Supervisor Alerts, Detailed CDR with Call and Agent activity, and Real-time and Statistical Reporting.

The additional features provided in the Q-Suite 5.5 release, include expanded API libraries, which allow for CTI integration of Web and .NET ERP, CRM and other business solutions to its ACD and IP telephony.

Other enhancements are intended to simplify the process of deploying Asterisk. These enhancements have been added especially for the established business domains and solutions that require superior IP telephony to be supplemented with powerful queue and call workflow handling features.

In a press release, Indosoft CTO James Terhune explained how the improved trunk tracking module in Q-Suite 5.5 is capable of providing organizations with unlimited flexibility in creating and setting up special purpose queues for unique call workflow and call handling.

“Special purpose ACD queues have the ability to individually park calls and broadcast queue events to all subscribed agents. This provides unbounded opportunity for implementing extremely powerful agent/operator/supervisor consoles capable of tagging and handling calls for unique business applications. These additions to the truck tracking module, as well as the expanded API libraries within Q-Suite ACD, greatly improves the ability for organizations to utilize Asterisk for applications requiring most elaborate call workflow, while established reporting capabilities within Q-Suite deliver extensive reporting and oversight potential. It also allows real-time agent/operator presence for continuous workforce data and call stats. Q-Suite ACD can broadcast IVR, agent or supervisor generated messages in real-time, tightening control over the management of queue and call distribution activities,” Terhune explained.

A few months back, Indosoft announced that Worldwide Access Solutions Inc., a provider of call center service solutions with deployments of Q-Suite, has successfully developed and launched productivity modules to its contact center platform on Asterisk. With Q-Suite’s robust CTI for Asterisk with .NET and Socket library, WASI was able to enhance and customize its call center services according to the needs of its clients.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.