Asterisk Telephony Platform for Call Center

Indosoft Inc., a premier contact center software provider offers Q-Suite, a robust, feature-rich and scalable call center ACD for people wanting to use Asterisk as their telephony platform. Q-Suite is enterprise grade, multi-tenant call center software that enables VoIP and TDM connectivity, as well as remote and distributed architectures. Q-Suite delivers sophisticated features like Automatic Call Distribution (ACD) with Skills Based Routing and Queue Prioritization, Predictive/Preview/Progressive Dialing, Interactive Voice Response (IVR), rich IP PBX functionality, call recording, agent scripting and a host of other features and reporting capabilities to meet the demands of modern day contact centers wanting to use Asterisk as their telephony platform. Workforce Management can be integrated into Q-Suite to deliver enterprise interaction through advanced scheduling, forecasting, agent tracking and seat planning capabilities. Q-Suite leverages the advantages of Asterisk, Linux, Apache and MySQL to provide an open architecture with unsurpassed functionality required for any next-generation contact center technology platform, out of the box.

Q-Suite is widely used around the world as premise-based software, as well as in remote and virtual call centers. Its Linux and Asterisk platform make it the most cost effective solution for call centers. Indosoft has been successfully deploying its technology in Canada, U.S.A., Europe, Australia, Asia and Africa for the past 10 years. Indosoft provides excellent remote production support from 9 a.m. EST to 12 a.m. EST, 7 days a week for all its products and services.

Q-Suite offers increased productivity within the contact center while dramatically improving the center’s ability to deliver a favorable customer experience. As such it delivers all the functionality and features required by next-generation contact centers, whether you operate inbound, outbound, or blended operations.

• ACD with Skills Based Routing• Real-time & Historical Reporting• API for CTI (.NET and Socket)• Hosted/Premise/Distributed Architectures• High Availability for Redundancy• Mid-call Recovery for Fail-over• Open Access and Full Knowledge Transfer• Web Agent Interface & Native Client
For more information, read our White Papers or visit our website at www.indosoft.com. Q-Suite’s full-featured Asterisk ACD is a unique product allowing enterprise-grade call centers to use Asterisk as their telephony platform. As a complete call center ACD software for Asterisk, Q-Suite provides advanced functionality like Skills Based Routing, Queue Prioritization, Virtual/Personal Queue and Agent Hot-Desking for the highly evolved hybrid telephony switch, Asterisk, which supports both VoIP and TDM connectivity.

Q-Suite ACD comes with a well developed set of APIs available in both .NET and socket (TCP/IP) library for Asterisk, enabling full ACD functionality to be embedded into your custom business application. With built-in redundancy and fail-safe call recovery, Q-Suite maintains ongoing calls and allows new calls to continue coming should there be any single point of failure, including software failure, within the components of the call center system. This unique feature enables Q-Suite ACD software to be utilized by mission critical applications.

For more information, read our White Papers or visit our website at www.indosoft.com.

Built on top of the open-standard open-architecture switch Asterisk, Q-Suite’s Predictive Dialer enables Predictive, Preview, and Progressive Dialing. Live Lead Queuing enables leads gathered from sources like websites to be posted directly to Q-Suite for immediate dialing. Built-in Concurrent Dialing capabilities, Drop Rate controls, as well as both Individual and Self-Pacing controls work together to maximize outbound call center productivity. A central administrative console provides powerful tools, including full Campaign and List Management as well as a dynamic, easy-to-use Agent Scripting tool, which enables on-page CRM integration, custom variables, text blocks with embedded variables, Post to URL functions and other popular dialer features.

For more information, read our White Papers or visit our website at www.indosoft.com.

Q-Suite’s unique Script Builder is a powerful tool used to generate scripts that guide effective agent-customer interactions for agents using Q-Suite through their web browser (as opposed to a custom application interface). Powered by an easy-to-use Graphical User Interface (GUI), Q-Suite delivers powerful script building capabilities.

A few of its popular functions include the ability to easily embed a web-enabled CRM or other Custom Application directly within the script. Other features include the abilities to insert text boxes capable of using data inline from a database, create custom fields for use within the script, and display script elements/pages based on conditional responses. Q-Suite’s Script Builder also enables data posting functions to be inserted within the script itself, which allows agents to input information received during the call to their agent screen, which is then automatically posted to the indicated URL once the call is finished.

For more information, read our White Papers or visit our website at www.indosoft.com.

The Dialplan Builder within Q-Suite is a Graphical User Interface (GUI) tool utilizing a What You See Is What You Get (WYSIWYG) editor, which allows easy-to-use drag and drop features to develop Dialplans for IVR and call routing in Asterisk. This sophisticated Dialplan Builder allows contact centers to accommodate new and diverse client requirements and increase productivity.

IVR or Dialplans are lists of instructions or steps that Asterisk will follow while handling incoming calls. Unlike traditional phone systems, Asterisk Dialplans are fully customizable and incredibly versatile, allowing full control over the handling and processing of calls. The flexibility and power of Dialplans come from its unique and powerful structure based on contexts, extensions, priorities, applications and a powerful syntax to construct instructions. Q-Suite Dialplan Builder enables the user to unleash the combined power of software and telecommunications to easily control and manage calls. Dialplans can go even further when you develop custom applications for call flow processing in well known and conventional programming languages like Java, C, PHP, PERL etc.

For more information, read our White Papers or visit our website at www.indosoft.com.

Many mature business verticals have a well developed CRM or Custom Application. Q-Suite allows full integration of these applications into the call center software.

A web-enabled CRM or Custom Applications that is capable of accepting command line parameters can be directly inserted into the agent script. The CRM or Custom Application will be displayed as a webpage and opened in the script once the appropriate customer data has been collected. This easy integration allows the agent to work efficiently from one screen.

If the Custom Application is driving the customer interaction, it is possible to embed the Computer Telephony Interface (CTI) into the Custom Application. A well developed set of APIs available in both .NET and socket (TCP/IP) library allows full call center functionality to be embedded into the Custom Application’s interface.

For more information, read our White Papers or visit our website at www.indosoft.com.

Q-Suite provides a uniform interface for CTI integration in the form of well-published API in both .NET and Socket library. This enables Q-Suite ACD to work under the hood, enabling vertical businesses to integrate CTI into any existing or new business application. This approach allows ease of integration and efficient application development, creating an opportunity for business systems with legacy telephony to incorporate CTI, embed Q-Suite ACD and move to IP telephony using Asterisk. Q-Suite API with its uniform interface for CTI integration presents a unique opportunity for deploying Asterisk as your IP telephony platform. Benefits of an Asterisk telephony platform include seamless VoIP and TDM interface, rich PBX functionality and a superior telephone switch at a fraction of the cost of comparable proprietary systems. The CTI library for Q-Suite ACD on Asterisk is available in two flavors (.NET and Socket) to make it easy for use in client applications under different platforms. The XML library allows client applications to log agent activity and tie it with telephony for ease of reporting.