IVRs are the backbone for a contact center ACD. They can be pleasantly simple and they can also be quite complicated. I touched on a few of the more complex operations in the second linked post. Now I’m going to write about a few more of the IVR components that the Q-Suite features in its dialplan builder. Continue reading “Advanced IVRs in Your Contact Center ACD”
Inbound Campaign Scheduling in the Call Center ACD
Configuring an inbound IVR that takes advantage of queues and skills-based routing is a great building block in your call center ACD for Asterisk. Even though the flexibility of the Q-Suite’s dialplan builder is high, you may encounter situations where a single IVR just may not handle all of your desired scenarios. Campaign scheduling can help you solve these issues. Continue reading “Inbound Campaign Scheduling in the Call Center ACD”
Adding Complexity to the Inbound Call Center ACD
In a prior post, it was shown that preparing a simple inbound ACD scenario can be fairly straightforward. This post will illustrate a few of the more complex components that can be leveraged in Q-Suite’s dialplan builder. Continue reading “Adding Complexity to the Inbound Call Center ACD”
Visual Call Flow Designer
Call flow management influences the efficiency of service delivery through the voice portal of an inbound contact center. Interactive Voice Responses (IVR) are an important sub-set that open up opportunity for self-service and automation within an multi-channel contact center center operation. A visual call flow designer is a graphical tool to build work-flows for interaction with the caller, perform automated tasks, make decisions on branching based on customer input, and dictate the routing. A sophisticated contact center software will include a call flow building tool with a web Graphical User Interface (GUI) designer capable of drag and drop flow management with revision control.