Q-Suite ACD unifies queue management by providing skills based routing with queue prioritization for all media types.
Fredericton, NB (PRWEB) May 30, 2012
Indosoft Inc., developers of Q-Suite, the noted Contact Center ACD Software for Asterisk, announced today the release of its enhanced Web Services API for Unified Queue Management. This allows non-voice media like E-Mail, Chat and Web applications to route and queue incoming events to the ACD. The API parameters provide information to the ACD to queue different media events in the appropriate queues for skills based routing. This control over routing options and access to multiple agents with varied skill sets is an important benefit of using skills based routing. This latest addition to Q-Suite web services expands upon the existing .NET and Socket API libraries to offer greater choice to organizations seeking CTI and Application integration into Q-Suite ACD for Asterisk.
Q-Suite ACD unifies queue management by providing skills based routing with queue prioritization for all media types. Different media (Chat, E-Mail, Web Leads) queues can all be managed through a unified routing plan controlled by skills, skill levels and queue prioritization. These web services API can also be used to integrate web sites to push web leads and deliver it to the most appropriate agent available for customer contact. Overall, this is one more additional tool available when deploying Asterisk based contact centers using Q-Suite. Integration and development time is drastically reduced with the use of Q-Suite API, delivering comprehensive ACD and Dialer functionality.
“Q-Suite delivers exhaustive contact center functionality with unsurpassed flexibility in creating and setting up queues and unique call workflow for ACD,” said Justin Traer, Director of Support Services at Indosoft. “This enhancement is ideal for unifying the routing options of different media types under skills based routing. Asterisk has transformed CTI Integration in IP telephony by providing vendor independence and standardization. Q-Suite ACD builds upon this advantage by providing an open call center software with advanced API library for ACD and Dialer management.”
About Indosoft Inc.
Indosoft Inc. is a global provider of software for Asterisk based contact centers. It has been providing call center solutions to medium and large call centers around the world for over ten years. It also licenses its ACD for Asterisk with .NET, Socket and XML libraries to enterprises utilizing Asterisk in their product line. Indosoft has been making available Q-Suite ACD for private label contact center technology solutions.