News : Indosoft Enhances the Visual Dialplan Builder
Fredericton, NB, Dec 31, 2013 -- Indosoft enhances the Visual Dialplan Builder to enable the execution of web services from within an IVR Dialplan. With this new feature in Q-Suite, a multi-tenant software for Asterisk, the data captured in an IVR can be used as input parameters for the web service calls. The IVR data and the web service responses are available in the Dialplan for further decision making within the IVR.
Effective web services created to make database dips to back-end systems can take significant advantage of this feature. At the Dialplan level, the contact center software can invoke these web service calls using the data collected at the IVR and obtain return values to make branching decisions. This feature provides a way to integrate the IVR into Customer Relationship Management (CRM) and reporting systems as well. When incoming calls pass through an IVR, this feature can be used for a variety of applications like validating customers, setting up priority caller-list, sending data to reporting systems, or applying custom business rules for branching into the right queue.
"Q-Suite for Asterisk is an impressive multi-channel ACD with skills based routing and queue prioritization for phone calls, emails, and web channels. Modern contact center operations depend on web services calls to perform and validate various business functions. Providing a method to invoke these web services from within the Visual Dialplan Builder tool will greatly improve customer service and enhance efficiency," said Gabe Bourque, CEO at Indosoft. "Q-Suite’s Dialplan Builder can now be used to construct very effective visual call-flows that invoke web services with parameters captured at the IVR. The web service responses can be used to influence the decision making while branching into queues setup with skills based routing and prioritization."
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: Thursday, January 2, 2014