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It’s Less Stress to Test

You say failure is not an option. So let’s get prepared. Whether you’re deploying your call center in the Cloud or installing your ACD system locally, it’s important to make sure the whole system matches your needs. Testing is crucial. You don’t want to find out that a single Asterisk server was insufficient after logging in 300 agents. We can provide advice and rough guidelines. The sheer number of options available for the platform itself, as well as the number of use cases that Q-Suite allows, mean that it can be impossible to be sure that a specific configuration will be problem free without trying it. Continue reading “It’s Less Stress to Test”

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Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution

Call Monitoring features are a must for any call center.   Call Monitoring has many uses with in a business ranging from employee training to  quality assurance and complaint investigation.

How is Call Monitoring useful for training new customer service representatives? Continue reading “Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution”

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Using Cloud Storage With Your Contact Center

A problem many call centers have to wrestle with is holding onto call recordings. Contracts will often specify the retention of recordings for a set period, and legal or regulatory issues may mandate recordings be kept for even longer, or forever. Even with declining costs of storage media, it can be a struggle to maintain an infrastructure that can expand to store recordings as volumes grow, while allowing for easy retrieval as demanded. Your call center software will likely make accomodations for whichever method you choose, but it is still up to the call center to provide the storage infrastructure. The explosion of Cloud storage provides an answer for many call centers facing this dilemma. Many providers offer easy access with API and web controls to upload, download and manage files. Continue reading “Using Cloud Storage With Your Contact Center”

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Q-Suite 5.7 integrates Orecx for Call Recording

Call recording is vital to contact center operations. Q-Suite 5.7, the industry leading call center software for Asterisk based contact centers, now offers network based call recording through integration to Orecx. In larger call center installations requiring voice recording, off-loading voice recording to network based call recorder increases the concurrent call handling capacity of individual Asterisk servers controlled by Q-Suite. Continue reading “Q-Suite 5.7 integrates Orecx for Call Recording”

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Call recording for Asterisk platform

Call recording is an important aspect of any contact center operation. Asterisk has an inbuilt call recording capability that is really good. The demanding call work-flow and associated call recording requirements for serious contact center operations are the responsibility of  the call center software used with the Asterisk platform. This is more so for large call centers that scale beyond a single Asterisk server. This requirement gets convoluted as the call center ACD and Dialer software is tasked to trigger call recording based on the actual call flow, agnostic of the Asterisk servers associated with the call. Also, call recording consumes CPU usage within Asterisk servers diminishing the overall call handling capacity of the contact center setup. Continue reading “Call recording for Asterisk platform”