Indosoft Releases Unified ACD Queue Management for Email, Chat and Twitter

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Indosoft enhances ACD Queue Management within Q-Suite for integrating non-voice media queues into skills based routing.

Q-Suite ACD will handle Twitter, Email and Chat queues through skills based routing.

Indosoft Inc., developers of Q-Suite, the leading Contact Center Software for Asterisk, announces the release of its unified ACD Queue management for Email, Chat, Twitter and Web callbacks. This integrates the asynchronous non-voice media contacts coming from Twitter, Email and Chat queues into skills based routing with queue prioritization.

Unified queue management within Q-Suite ACD enables customer contacts through different media like Twitter, Chat and Email to be routed to queues where routing and distribution is controlled by skills, skill levels and queue prioritization. This offers greater flexibility and increased efficiency by combining the handling of asynchronous non-voice media customer contacts with the handling of the voice calls within the contact center ACD. It also expands the capability of Asterisk based customer contact center platforms to handle new and emerging media.

“The routing and distribution of Twitter, Email and Chat queues within the Contact Center ACD takes into account the nature of different non-voice media communication contacts and offers unsurpassed flexibility in setting up queues with unique workflow,” said Justin Traer, Director of Support Services at Indosoft. “Twitter responses are necessary for effective marketing and PR whereas Email and Chat queues are asynchronous media contacts often preferred by younger generation customers who are reluctant to wait in call queues. Routing and distribution options for different media types provided by this feature allows Asterisk based contact centers greater control over agent productivity.”

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 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.

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