CRM applications work in tandem with contact center solutions and require real-time access to activity data.
Fredericton, NB (PRWEB) February 24, 2014
Indosoft Inc., the developers of Q-Suite, announces enhancements to its web services API for enabling real-time access of the contact center ACD activity data for CRM applications. The web service API calls have also been extended to support JSON and YAML along with XML. With this, a CRM application can now invoke appropriate web service calls to pull on-going call information and agent activity details.
In very large deployment of the contact center software involving multiple Asterisk servers, Q-Suite ACD provides granular access to centralized CRM applications, allowing data access through both push and pull mechanisms. Cloud contact center services often have multi-tenant, multi-server deployments requiring access to real-time data for integration to different CRM applications. The web services API provide access to immediate data for the current service level, call volume, call resolution, employee performance, and other parameters. These Key Performance Indicators (KPI) can also be used to build custom real-time ACD and contact center performance reporting.
“Contact center solutions are the backbone of modern commerce and operate in tandem with other business systems like CRM, Workforce Management System (WFS), Voice recording system, and other administrative systems,” said Gabe Bourque, CEO at Indosoft. “For Cloud service offerings, web services API with XML, JSON, and YAML support provide an elegant way to obtain real-time call center ACD data.”
About Indosoft Inc.
Indosoft Inc. is the developer of Q-Suite, a robust, feature-rich, and scalable ACD for Asterisk based contact centers. It is a mature contact center software for Asterisk eco-system and offers fault tolerance with redundancy through its High Availability (HA) deployment. Q-Suite based contact center solutions are installed around the world in the Cloud and on premise.