Q-Suite ACD provides granular call, queue and agent data required for WFM solutions in large Asterisk based contact center deployments.
Fredericton, NB (PRWEB) March 31, 2013
Indosoft Inc., the leading providers of the contact center solution for Asterisk telephony, announces the availability of Q-Suite ACD data integration for Irene, the Workforce Management (WFM) software from ISC. With this integration, the contact center ACD call and agent data will be made available to the WFM solution in order to aid with forecasting, scheduling and assignment.
Offering skills based routing with sophisticated call routing and queue prioritization, Q-Suite is an advanced scalable ACD available to contact centers wanting to deploy Asterisk clusters. It generates detailed data for Agent, Queue, ACD and Dialer activities for inbound, outbound and other media contacts. The Supervisor dashboards and wallboards display agent and queue activity from the detailed granular real-time date available within the contact center ACD. WFM solutions can use this data generated by the contact center ACD to forecast and schedule their workforce.
Adapting to the convergence of voice and data, there is a significant migration of medium and large contact centers to Asterisk based contact center solutions. Q-Suite 5.7 for Asterisk is a multi-tenant call center software, offering a scalable, full feature contact center solution with High Availability (HA), Redundancy and Call Survival.
“Workforce optimization is critical to managing costs. Productivity and call center operational efficiency are vital to the growth and long term viability of contact center operations. Q-Suite provides granular details of the call center activity through its cradle to grave reporting”, said Gabe Bourque, CEO at Indosoft. “As the leading call center software for Asterisk telephony, Q-Suite provides all the granular ACD call, queue and agent data required for forecasting and scheduling workforce in large call center setups with hundreds of concurrent agents.”
Indosoft Inc. is the developers of Q-Suite, a full-featured contact center software for Asterisk telephony. It offers global turnkey installations and software management for both inbound and outbound contact centers. Q-Suite is a multi-tenant, scalable call center solution with an advanced ACD with skills based routing. It offers easy integration to chat, e-mail and social media services through its unified ACD.