Livecom Customer Interaction Platform Enriched with Call Center ACD for Voice Telephony

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Livecom enables CTI (Computer Telephony Integration) to its Web based Customer Service Software with integration to Q-Suite.

Indosoft call center software is a flexible and scalable ACD for Asterisk with a rich set of API that we could easily incorporate into our platform for CTI integration.

Livecom, the leading online customer service software provider, has enhanced its multi-channel Unified Communication solution with integration to Q-Suite ACD. With this addition, Customers who use the Livecom platform for customer service & support through email, chat, web self-service & social media channels can now add Voice telephony and Call Center ACD at a fraction of the cost of installing a standalone call center suite.

The integration of Q-Suite Call Center ACD with Livecom’s customer interaction platform provides an 'out of the box’ call center solution that meets the most complex demands of modern day contact centers. Livecom’s web-based customer service application can now offer,

  • ACD with Skills Based Routing and Queue Priorities
  • Inbound and outbound call handling with automatic call recording
  • Tagging phone calls with notes and labels
  • Viewing real-time availability of staff
  • Efficient call transfers, with or without prior consultation
  • Personalized messages when busy
  • Extensive IVR capability
  • Call recording for quality control

"Indosoft call center software is a flexible and scalable ACD with a rich set of API that we could easily incorporate into Livecom customer interaction platform for CTI integration," says Floris van der Veen, CEO of Livecom. "Initial customer reaction about the stability, speed and feature sets has been very enthusiastic. Current users of the Livecom platform already have real-time profiles of customer contacts through Email, Chat, Web self-service and Twitter. With this addition of call center ACD capability, Livecom is able to offer a unified multi-channel customer interaction platform which includes Social Media."

“Livecom’s innovative CIM suite is a sixth generation product setting a standard for multi-channel customer contact software including social media. With this CTI Integration to Q-Suite ACD, Livecom is able to provide a powerful and complete customer interaction platform,” said Gabe Bourque, CEO of Indosoft. “Q-Suite Call Center ACD allows Livecom to offer advanced voice telephony and call center features to its customer base. The paradigm shift introduced by Asterisk will allow Livecom to add next generation voice technology to its feature set at a lower cost using Indosoft call center software.”

About Livecom
Livecom, founded in 2003 and based in Amsterdam, is the European market leader in online customer service software. Livecom products enable organizations such as Philips, PCCW and Randstad to help out their customers more efficiently while saving costs. Check out http://www.livecom.net for more information. Livecom: one web application for all your customer contacts.

About Indosoft
Indosoft Inc. is the developer of Q-Suite, a robust, feature-rich and scalable contact center ACD Software that can be used to set up remote and distributed architectures for both VoIP and TDM deployments. Its Linux and Asterisk platform make Q-Suite the most cost effective solution for contact centers. It also licenses its ACD with .NET and socket library for enabling CTI integration to Asterisk. Indosoft has been making available Q-Suite ACD for private label contact center technology solutions.

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Rajan Iyengar
Indosoft Inc.
(506) 450-7080 3
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