Dialer and ACD are an integral part of every customer contact operation. Contact Centers require an ACD to control and manage incoming call flow. They may require a Dialer to perform List based dialing in predictive, preview or progressive mode.
Asterisk is a well know hybrid PBX ideally suited for building Customer Contact Technology Platform. Q-Suite is the leading Contact Center ACD and Dialer software suite for Asterisk. Q-Suite can be deployed at-premise or in the Cloud and, can be used for an enterprise or as a multi-tenant platform.
Organizations may have existing applications and CRM as a part of their business operations and may require integration with Q-Suite ACD and Dialer database and software to easily move data in and out of the contact center suite in real-time.
Q-Suite 5.5 offers a Web Services API to allow external applications to effectively automate different aspects of the contact center operations. Q-suite Web Services API brings immediate benefit by simplifying access to Campaign Services, Lead management, Reporting and Data Transfer. Marketing campaigns using Q-Suite’s Predictive, Preview or Progressive Dialing modes can use real-time lead insertion and extraction web services, for immediate dialing and status integration into CRM applications. Inbound ACD Web services can provide Live Agent stats, Live Queue stats, Live Call flow stats and Call details. It can also provide real-time floor information for Live Dashboards and Workforce management.
These Web Services API, in conjunction with Q-Suite’s extensive API for CTI Integration, provide external applications with a comprehensive library that allows complete integration of the advanced ACD and Dialer functionality available for Asterisk.