Contact center agents and supervisors in on-hook mode can now take advantage of multi-channel SIP phones with advanced features.
Fredericton, Canada (PRWEB) December 31, 2012
Indosoft Inc., developers of Q-Suite 5.7, the industry leading Contact Center Software for Asterisk telephony, has expanded its auto-provisioning capability of SIP phones with the inclusion of Polycom and Linksys (Cisco) IP phones. Large and distributed contact center deployments using a variety of hard and soft IP phones will benefit from the ease of phone registration and management using Q-Suite’s auto-provisioning. Home and remote agents now have a greater choice in selecting a preferred SIP phone.
Q-Suite 5.7 is a powerful multi-channel software for setting up medium and large contact center operations using Asterisk as the telephony platform. This feature-rich ACD offers out-of-the-box, skills based routing, full-feature queue setup, over-flow management and advanced call routing. It comes with an elegant and powerful GUI tool for building IVR, call-flows and Dialplans. Q-Suite collects cradle to grave data for building real-time and historical reports while providing supervisor dashboards and wallboards for efficient call center management.
Contact center ACD agents within Q-Suite can work with either on-hook or off-hook phone designations. Home agents, remote agents and supervisors might prefer to work in on-hook mode, where the phone will ring for every call. High volume contact center operations prefer off-hook mode for regular agent phones, where the phone stays connected to the phone system controlled by the call center ACD, receiving every call with a beep preceding its arrival. This reduces the average caller wait-time in queues by minimizing the time taken for handing calls over to the agents.
“Auto-provisioning with phone registration management is a must for large call center setup. We are constantly expanding SIP auto-provisioning within our call center software to include more phone manufacturers. This will provide Q-Suite based contact centers a wider choice of IP phones” said James Terhune, Chief Technology Officer at Indosoft. “While working as an ACD agent in on-hook mode, supervisors and remote at-home agents can now take advantage of multi-channel phones with advanced features.”
About Indosoft Inc.
Indosoft Inc. is the developer of Q-Suite, the leading multi-tenant call center ACD and Dialer software suite for Asterisk. It has been providing turn-key contact center solutions to medium and large call centers around the world for over ten years. Q-Suite ACD with .NET and socket library is also available for licensing, to enterprises building Asterisk based products. Indosoft has been providing Q-Suite based private label contact center technology solutions, for hosted managed service providers.