The functionality and features within your contact center technology platform has a direct impact on the efficiency and productivity of your call center. Vendors are touting VoIP (Voice over IP) platforms with remote distributed architecture as a strong alternative to the legacy systems with TDM (Time Division Multiplexing). Ultimately it is the sophistication of the features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), feature-rich IP PBX functionality, call recording, predictive dialing, Agent Scripting and a host of other features and reporting that will determine if your next-generation VoIP contact center can provide the competitive advantage that you are seeking.
With any high-end contact center platform, the ACD software should be geared towards allowing you to build strong customer relationships while dramatically reducing the costs of owning and operating a powerful platfrom for communicating with your customers. This white paper on ‘Acquiring Inbound Call Center ACD Software‘ provides a detailed look at Q-Suite 5.5 and its feature set for an Asterisk based call center.