One of the advantages of moving call center software to the Cloud is the lower cost of managing your infrastructure. Despite this, it is still vitally important that you do manage the infrastructure. Security holes are always being discovered, and keeping your software up to date and following best practices will help your platform from becoming exploited. Continue reading “Call Center Software in the Cloud Still Requires Security Considerations”
Ease of trying Q-Suite Call Center software
When choosing software for your contact center, one important aspect is the feature list. You will already have an idea of the functionality you need, and can see the products feature list on their marketing material. A demo or two can be seen, and then the decision to buy or not buy is made. Continue reading “Ease of trying Q-Suite Call Center software”
Contact Center ACD + Zendesk = An enhanced Customer Service platform
Contact center ACDs are still a highly desirable method of allowing customers to connect and interact with customer service representatives (CSRs). Web-based ticketing systems are also a convenient method to keep track of any types of communication that may occur between customers and CSRs. The blending of Indosoft’s Q-Suite with Zendesk makes for a perfect combination of a fully featured contact center with a cloud-based issue tracking system. Continue reading “Contact Center ACD + Zendesk = An enhanced Customer Service platform”
Migrating Tenant Components in Q-Suite 6
A dichotomy we have observed with the Q-Suite, but one that is certainly not limited to our clients, is that for any complex feature we introduce some clients will ignore (or at least use it to the minimum and never touch it again), while others spend man-months of effort pushing the limits of capability to leverage it to the maximum. Continue reading “Migrating Tenant Components in Q-Suite 6”
Smooth and Flexible Script Building for Call Center ACD using TinyMCE
Script building can be a long, cumbersome, tedious process for contact center ACD administrators. While some agent scripts might be limited to a few pages with only a few components per page, other scripts may be dozens of pages with dozens of components contained within each page. As the length of the script grows and the number of components increases, the person responsible for building the scripts may begin to lose interest, which could lead to errors in the script, causing an increase in the troubleshooting and validation periods for any type of QA that may be performed prior to rolling out a campaign into production. With the integration of TinyMCE into the Q-Suite’s powerful script builder, the monotony of the script building process should be vastly alleviated. Continue reading “Smooth and Flexible Script Building for Call Center ACD using TinyMCE”
Realtime Workforce Assignment for Contact Center ACD
When operating an inbound ACD contact center, it is quite often the goal of the center to minimize the amount of calls that fall outside of the specified service level agreements for their queues. Clients may lose faith in the center’s ability to handle the expected call volumes if these numbers are too high. Abandoned calls are not a desirable outcome either, as those calls get aborted in the IVR and never had the chance to get routed to an available CSR. In this situation, it is vital for managers to be able to reallocate CSRs to the appropriate queues. Continue reading “Realtime Workforce Assignment for Contact Center ACD”
Email and Trouble-ticket integration for intelligent ACD routing
At Indosoft, we support a range of customers around the world, requiring different levels of technical assistance. Our customer support department is directly manned by experienced technical staff who do everything from installation, setup, feature development, and automation, to handling phone support. Supporting a contact center software gets complicated since VoIP is an important consideration. Typical data and information systems deal will data whereas a contact center solution deals with voice and data.
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Integrating Phone, Email and Trouble-ticket support through Multi-Channel ACD
Providing good support to existing customers for your products or services will preserve customer loyalty and generate long term support revenue. This is especially true with software and information technology products and services. In the global market place, phone, email and web based support are the norm for offering customer service but they consume significant resources. With so much emphasis on sales, a lot of programs are offered to push sales, resulting in large volumes of customer inquiry. It is useful to look at how phone, email and web inquiries are organized before presenting them to a multi-channel call center software for routing.
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Indosoft contact center software development evolution
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.
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Contact center work-flow changes due to CRM use
Customer Relationship Management (CRM) has become vital to marketing. Most organizations have a similar process in converting leads to sales even though their businesses are varied. A CRM software provides insight into the progress of the leads from the time they were generated as a contact record, through their life-cycle, till they reach fruition. Along the way, contact centers are used to increase the effectiveness of reaching out and communicating with current and future customers.
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