Productivity and operational efficiency are vital to the growth and long term viability of every contact center operation.
Fredericton, NB (PRWEB) February 26, 2013
Indosoft Inc., developers of Q-Suite, the leading call center software for Asterisk telephony and providers of contact center solutions world-wide, announces the completion of its connector for integration to NICE IEX Workforce management software. This integration for historical data and real-time adherence will provide the necessary contact center ACD data required by the WFM software for forecasting and scheduling as well as agent adherence and performance.
Q-Suite generates and stores detailed data for Agent, Queue, ACD and Dialer activities for both inbound and outbound call centers. Its real-time supervisor dashboards, agent productivity reports, ACD Queue and campaign performance reports are generated from the real-time and historical data available within the ACD. Q-Suite WFM connectors can feed detailed granular call center ACD data in any prescribed format to WFM solutions that offer mature productivity and scheduling tools. This data is also used by Q-Suite to offer real-time dashboards and wallboards to display agent and queue performance.
“In large contact center operations, workforce optimization is critical to managing costs. Productivity and operational efficiency are vital to the growth and long term viability of every contact center operation. Q-Suite provides granular details of call center activities through its cradle to grave reporting”, said James Terhune, Chief Technology Officer at Indosoft. “The connector modules within Q-Suite can extract and deliver contact center performance data from various sources within the call center ACD. Historical data is made available to WFM software for forecasting staff scheduling for contact centers. Real-time agent state information is useful to track agent adherence. WFM software provide valuable metrics for agent, group and contact center performance.”
Indosoft Inc. offers full-featured contact center solution with global turnkey installations and software management for both inbound and outbound contact centers. Its flag-ship product Q-Suite is a multi-tenant, scalable contact center software with a sophisticated ACD and an efficient predictive dialer. Q-Suite offers easy integration to chat and e-mail services providing a unified communication platform. It is available for license to vertical applications and comes with a mature API for CTI integration.