In the ever-evolving realm of contact centers, minimizing startup and operating costs should be high on the list of items that a center should want to accomplish. There are numerous way to go about this, such as buying used office chairs instead of new ones, but if you are looking to cut costs without sacrificing functionality, using softphones instead of physical phones can be a good start. Continue reading “Softphones for Contact Center ACD”
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”
Monthly Licensing Allows Flexibility on a Budget
When Indosoft first entered the telephony world, near the turn of the century, most of our deployments were small. Two-server predictive dialer or Do Not Call blockers ruled the day, and usually involved a lot of work to get integrated with the call center. As a result, we had an inflexible pricing and payment policy, with the costs coming upfront. Since those days, the IT and telephony world have undergone a dramatic change, as has our product line. Over the last year Indosoft has experimented with monthly per-port pricing. This option has been a hit with our clients, and is more frequently expected by new clients. The widespread acceptance of on-demand pricing for hardware has led a push for on-demand pricing in other categories, and the software that runs on those servers is an ideal candidate. Continue reading “Monthly Licensing Allows Flexibility on a Budget”
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”
Dynamic Script Switching for Customer Service Representatives
Here is a situation we have all encountered over the years. When dealing with service providers via their contact center ACD, whether it is a cable, internet, phone, or insurance company to name a few, we will offer our best description about our issue to the current customer service representative (CSR). Too many times we are presented with the outcome of needing to be transferred to someone else who can better handle this particular inquiry. Once on the line with the next CSR, we are then forced to reiterate the exact same scenario that we had explained to the first CSR. This is not how a caller wants to spend their time. Continue reading “Dynamic Script Switching for Customer Service Representatives”
Speech Analytics not a substitute for broken business process
Speech Analytics is now being offered widely as a solution to improve quality of service through contact centers. The recorded conversations are analysed by a software to extract information relating to the product and service. It can also be used to determine service issues related to center agents.
Continue reading “Speech Analytics not a substitute for broken business process”
Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers
Cloud offering of call center software and infrastructure as a service, catering to on-demand growth, has greatly simplified the task of setting up a call center operation. Personal computer (PC) and adequate bandwidth are the minimum requirements to get started. Cloud service providers deploying Asterisk based contact centers around the world, take advantage of the language support and localization capabilities within Asterisk. Continue reading “Language support and Localization for Asterisk based Multi-tenant Cloud Contact Centers”