The handling of warm transfers has improved, with call data smoothly transferring from agent to agent.
Fredericton, New Brunswick (PRWEB) May 26, 2015
Indosoft, Inc., developer of Q-Suite, announce the successful upgrade of the DMi Partners contact center to Q-Suite 5.8 call center software. This version was the first in Indosoft's contact center ACD system to drop Asterisk 1.4 support. Updates included API improvements, added screen support for such trunk features as diversion headers, added Lyra support via the admin screens, improved lead management, and included upgrades to warm transfers to improve information handling between agents, among other things. DMi has been using Q-Suite since they deployed version 4 in 2010. Since then there have been numerous improvements in Q-Suite.
Among the most noticeable feature updates is the handling of warm transfers between agents using the same install of Q-Suite. A warm transfer is a call where the agent transferring the call speaks to the agent receiving the call. By doing a warm transfer, the receiving agent can be informed of details that have already been covered in the call, saving both the caller and the agents time. With Q-Suite 5.8, the agent receiving the warm transfer also receives call details collected by the previous agent on their screen. This ensures accuracy in information handling and saves even more agent time. It also allows the warm transfer to be expedited, as not all information has to be relayed verbally.
Since the upgrade to Q-Suite 5.8, DMi has also noted a performance boost in the agent screens. With a large number of active agents, the reduction in resources allows them to continue to scale their call center while using the same servers. Additionally, the incorporation of Lyra allows for easy utilization of one of the most accurate Answering Machine Detection (AMD) systems available for Asterisk. Accurate AMD saves agent time and improves compliance with predictive dialing regulations.
"DMi Partners has used Q-Suite since 2010. The upgrade to Q-Suite 5.8 was very smooth and easy" said James Delaney, Chief Operations Officer at DMi. "Since then, we've noticed an improvement in the responsiveness of the agent screens and reduced load on the system. The handling of warm transfers has improved, with call data smoothly transferring from agent to agent."
About DMi Partners
DMi Partners is committed to increased profitability of our customers through our advanced internet marketing skills and expertise. Our expertise includes internet tracking, website and e-commerce site design, reporting and analysis, search engine and email marketing, web lead generation and more. Our “shared growth” model allows us to increase our client’s ROI while limiting risk.
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.