As one of the early pioneers migrating our call center solution to Asterisk telephony, Indosoft sensed a shift in the market sentiment due to the gaining popularity of open source Linux. VoIP was still in its infancy in 2003 and only the very courageous were willing to venture into it for production systems. During the last decade, fast paced evolution of technology in many frontiers has worked in our favor, especially since we opted to build a contact center software from the ground up, for use with Asterisk. We also embarked on a multi-tenant software while sticking to the popular technology stack consisting of Asterisk, Linux, Apache and MySQL. Today, in the tenth year, Q-Suite 5.8 is a mature, multi-tenant, Asterisk based call center software with high availability and fail-over. It caters to small, medium and large cloud driven installations scaling seamlessly with the growth requirements.
Along the way, a lot has changed and our product software development methodology has matured to accommodate the rigors of the communications industry. Contact center solutions have to fulfill the demands of a very mature industry, all out of the box. The expectations on feature and functionality are very high. Redundancy based on High availability (HA) and automatic fail-overs are standard. There is need to accommodate geographically distributed workforce while satisfying multi-tenant requirements.
The contact center ACD is more powerful and versatile than ever. There are powerful tools within the call center software like the Visual Call-flow Builder that allow building Interactive Voice Responses (IVR) dynamically. Multi-channel integration with Email and Chat into Skills based routing allows efficient use of work-force.
At Indosoft, we are constantly striving to produce a better product that is feature rich, but not overly complicated. We try to take advantage of newer technologies to allow for better integration with a wider variety of external systems. We offer an intensive API for this. Most importantly, we want to ensure the quality and usability of the product and support it well.