The integration module within Q-Suite will allow contact centers to pipe real-time and historical report data directly into their WFM Software.
Fredericton, NB (PRWEB) September 17, 2011
Indosoft Inc., developers and providers of Contact Center technology solutions world-wide, today announced the release of Workforce Management Integration module for Q-Suite, its Call Center ACD and Dialer software for Asterisk. This release coincides with the successful integration of Q-Suite to Aspect’s eWorkforce Management software allowing contact center operators to obtain effective real-time and historical data feed directly from Q-Suite into the WFM software.
Q-Suite provides detailed real-time and historical reporting of Agent, Queue, ACD and Dialer activities for both inbound and outbound call centers. Its real-time supervisor dashboards, agent productivity reports, ACD activity and campaign performance reports provide key performance indicators for effective call center floor management. Contact center operations rely upon statistics and reports to determine productivity, staffing and performance. With this WFM integration module, Q-Suite will feed detailed granular contact center performance data generated by the software and eliminate countless hours of data entry. Workforce Management software applications use real-time and historical report data to optimize performance and increase productivity of contact center operations.
“Workforce performance is vital to ensuring growth and long term viability of contact centers. Q-Suite provides granular details of call center activities through its cradle to grave reporting”, said Gabe Bourque, Chief Operating Officer at Indosoft. “This integration module within Q-Suite will allow contact centers to pipe reports coming from various sources within the software into their WFM solution. WFM solutions help control labor cost, increase the level and consistency of customer service, optimize employee utilization and maximize revenue generation. Management can make informed decisions by looking at key performance indicators generated from different real-time reporting sources within the contact center software.”
Indosoft Inc. offers full-featured call center ACD with global turnkey installations and software management for both inbound and outbound contact centers. Its flag-ship product Q-Suite is designed for multi-tenant deployment and comes with an advanced ACD and an efficient predictive dialer with easy integration to chat and e-mail services providing a unified communication platform. Q-Suite ACD is available for license to vertical applications and comes with a mature API for CTI integration with libraries available in .NET, java and XML.