Q-Suite 5.7 Enriches its Multi-Channel ACD to Enhance Inbound Customer Care

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Q-Suite’s multi-channel ACD will now offer multiple methods for introducing additional call details on inbound calls before they are routed to agent screens.

The availability of powerful tools for rolling out complete inbound customer care operations will enhance loyalty and retention

Q-Suite, the industry leading software for setting up cloud voice solutions based on Asterisk, now offers additional methods for introducing more call details for inbound calls. This provides an opportunity to add associated information for incoming calls through various data entry point, enhancing the ability of the customer service agent to offer a better customer experience.

Good customer experience is generated when the caller feels that the person handling their concern is informed about the matter being addressed. This becomes easier for the customer service employee if they have adequate information available about the incoming call. Q-suite’s Dialplan Builder is a powerful GUI tool to visually build an IVR flow that can match via the caller ID or by any data entered by the user. The Q-Suite’s powerful agent Script builder can pull the relevant information based on the match and display it when the call is delivered. This is in addition to other available methods in Q-Suite like upload via lists, APIs, information from previous calls, and ability to access to external DB/Web services.

Q-Suite’s information aggregation methods for inbound contact centers make it possible to minimize the amount of time an agent will spend in search of information before conducting a meaningful conversation about the customer’s current issue. These tools allow an organization to role out a process that it focused on increasing customer retention by creating customer loyalty.

“Asterisk, the next generation open source telephone switch, is the dominant telephony platform for contact centers. Q-Suite is a complete enterprise call center software for Asterisk. The availability of powerful tools for rolling out complete inbound customer care operations will enhance loyalty and retention”, said Gabe Bourque, CEO at Indosoft. “The ability of the multi-channel ACD to present appropriate additional information will enable the agent to offer a better customer experience.”

About Indosoft Inc.
Indosoft Inc. is a global provider of Cloud voice solutions and unified communication (UC) software for Asterisk. Q-Suite, its flagship call center software, has been installed around the world for over thirteen years. It also licenses its ACD for Asterisk with .NET, Socket and XML libraries to enterprises planning to incorporate Asterisk IP telephony within their product. Q-Suite is available to Indosoft technology partners offering private label cloud voice solutions.

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Gabe Bourque
Indosoft Inc.
+1 (506) 450-7080 Ext: 3
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Indosoft Inc.
since: 01/2011
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