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Indosoft's ACD Software Integrates with Responda Customer Interaction System

By Rajani Baburajan, TMCnet Contributor

An automatic call distributor (ACD) allows call centers to route communications to the agents efficiently. ACD software rather than appliances can reduce initial investment and give your call centers more flexibility to grow.

Responda, a provider of customer and answering services, introduced the integration of its Agent-Customer interaction system to Q-Suite ACD software from Indosoft (News - Alert).  The new Customer Interaction Platform powered by Indosoft’s contact center suite, provides the industry with a multi-channel, feature-rich contact center platform that fulfills complex answering services requirements.

“Selecting the right contact center technology is crucial to improving productivity while bringing down costs,” said Gabe Bourque, CEO at Indosoft, in a statement. “Q-Suite’s scalable ACD and its use of Asterisk (News - Alert) for voice media, makes it ideal for companies like Responda to build their unique IP enabled contact center technology platform.”

Q-Suite API for CTI (News - Alert) integration helps businesses fully incorporate ACD and Dialer functionality within their existing applications. Q-Suite offers high availability and software redundancy necessary for call centers of all sizes that are migrating to Asterisk to benefit from IP telephony. With this integration, Responda hopes to deliver services that are customizable to its customer needs. As a result customers can focus on their core business and rest assured that its customer service is represented in an exemplary manner.

Built on Asterisk, Q-Suite offers the full ACD functionality with skills-based routing and queue prioritization. Important features include a powerful GUI based Call-Flow Builder for setting up IVR, with database integration, integration to Text-to-Speech (TTS) and Automatic Speech Recognition (ASR) Engines.

Q-Suite offers .NET (News - Alert) and Web Services API for CTI integration to custom business workflow applications. The cradle-to-grave data capture capability is designed to fulfill complex reporting requirements of modern contact centers. Outbound contact center operations can effectively use the dialer, capable of running multiple concurrent campaigns, in both Predictive and Preview dialing mode.

Joakim Ögren, president at Responda, said, “Our custom agent application was able to incorporate Q-Suite's full-featured Call Center ACD with all its standard features and out of the box functionality, using its rich Web services API for CTI integration. Our primary focus is to help our clients build and strengthen relationships with their customers.”

According to Ögren, the implementation of multi-channel IP-enabled Asterisk based solution using Q-Suite has helped the company expand its call center capabilities while avoiding expensive proprietary equipment lock-in.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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