News : Q-Suite for Asterisk Augments Multi-Channel ACD
Fredericton, NB, March 31, 2014 -- Indosoft Inc., developers of Q-Suite, a multi-tenant contact center software for Asterisk, releases additional routing control function for its multi-channel ACD. This function provides the ability to queue an on-going customer contact interaction to the top of a queue when there is a necessity to handle a priority call. In a multi-channel contact center, when calls and emails are routed to the agents based on queue priority using skills-based-routing, this offers an additional degree of flexibility to defer working on a ticket, handle a priority voice call, and revert back to the ticket.
Dictated by the business requirements, numerous queues are set-up within the call center software, with each queue having an assigned priority and associated skills. The multi-channel ACD with its built-in Interactive Voice Response (IVR), routes and holds the calls and the emails in the appropriate queue, for distribution. Skills-based-routing and queue prioritization dictate the distribution of calls and emails. With the introduction of this new control function, an agent handling an email contact will be able to take an incoming priority call while having the ability to route the existing ticket back to the top of a queue to continue working on it once the priority work is completed.
For Asterisk telephony, Q-Suite ACD is designed specifically to deliver efficient Queue management, offering Skills-based-Routing for voice, email, and web. The contact center ACD handles call distribution based on skills, routing the contacts to the highest skilled employee available while using queue priority to establish precedence. This new control is a supplementary mechanism that provides a method to introduce additional resources to handle surges in call volume or high priority calls, after the call distribution based on skills-based routing, to better deliver Service Levels Agreements (SLA).
Posted by Veronica Silva Cusi, news correspondent
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Indosoft Inc. is a global provider of call center software for Asterisk. It has been providing call center solutions to medium and large contact centers around the world for over nine years. It also licenses its ACD for Asterisk with .NET and socket library to enterprises utilizing Asterisk in their product line. Indosoft has been making available Q-Suite ACD for private label contact center technology solutions.
Published: Tuesday, April 1, 2014