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Rise of the Robots – Outbound Dialing Part 5

robo-dialing

If preview dialing is slow and methodical, and predictive dialing is dialing on steroids, you have to wonder how to characterize auto dialing.

To be clear, here we’re discussing auto dialing that doesn’t involve predictive dialing. That’s a special case of an auto dialer that attempts to connect agents to calls as soon as possible. There are cases where you don’t want to involve an agent, or only in certain cases. You may need an auto dialer.

An auto dialer is usually used in three cases:

Continue reading “Rise of the Robots – Outbound Dialing Part 5”

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Feature Highlight: Auto-Attendants

decision business analyze In the past we have covered the Q-Suite’s Visual Dialplan Builder with its ease of use and capabilities to handle any, from basic to very complex, requirements of an IVR. However, before the Q-Suite had the dialplan builder, we had the auto-attendant features, which allowed for a menu structure to provide the caller options to select and be sent within the system. One can argue the dialplan builder can do everything the auto-attendants can and I would not disagree. However, the auto-attendant configuration screens have been kept in the product due to their ease of use that allows anyone to have a multi-level menu system up and going within minutes. Continue reading “Feature Highlight: Auto-Attendants”

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Feature Highlight: Asterisk Scripts

Within the Q-Suite we have our dialplan builder with extensive options to route and manipulate calls. The dialplan builder meets the needs of most situations but from time to time you need to get low level and go right into the asterisk dialplan. If it is only a couple of statements the dialplan builder has the Execute command, but when it’s more involved that’s where the Q-Suite’s Asterisk Scripts option comes in. Continue reading “Feature Highlight: Asterisk Scripts”

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Sometimes Good People Have Bad IVRs

Are you losiDollarphotoclub_52357524-1280ng customers to a bad dialplan? Trouble navigating an IVR is one of the most common customer service complaints people have. Why irritate your clients with a bad menu system? The truth is, it’s not always easy to build an IVR that is simple enough for most clients, yet sophisticated enough to route calls to the right party. Your call center’s ACD system may depend on it, however. Continue reading “Sometimes Good People Have Bad IVRs”

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Getting Under the Hood With Your Call Center Software

Man using vacuum to clean out computer
I don’t think they were this careful

We once received a call from a client who was down. It turned out that he kept his server sitting open so that the cleaning staff could vacuum it out periodically. One overzealous cleaner (and it doesn’t take much here to count as overzealous) accidentally knocked a Pika card too hard, knocking loose several of the DSP modules. Those were the days when we were a little cautious about exposing too much functionality and monitoring to clients. Continue reading “Getting Under the Hood With Your Call Center Software”

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The Rapid IVR Development Tool for Call Center ACD

The ability to create and deploy an Interactive Voice Response (IVR) is a must for modern contact centers. An IVR handles the voice or keypad response of a caller. One rapid IVR development tool is a visual dialplan builder that allows the building of a sophisticated IVR using graphical icons representing the extensive IVR functionality required for a contact center ACD, within a drag and drop framework. A good Visual IVR builder tool can allow one to fulfill even the most demanding call flow requirements with ease and precision. Continue reading “The Rapid IVR Development Tool for Call Center ACD”

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Indosoft improves its Help Desk Customer Support with Q-Suite’s Multi-Channel ACD

Providing technical support for Information Technology (IT) or Software products world-wide is challenging enough; supporting call center software that controls and drives contact center operations is even more demanding. These operations are perceived as mission critical and demand immediate problem resolutions, often skewing the normal work-flow plans. Unlike normal software and IT systems, voice telephony based contact center solutions are more visible and attract significantly more attention from the stake-holders when things are perceived to be not functioning in the expected manner. In today’s business culture of wanting everything as a commodity, it is a difficult task to convince the upper management for the required investments up-front, like setting up fully redundant systems, doing proper trial runs and planning the production runs thoroughly. This is also largely in part due to the commercial success of excellent open source telephony platforms like Asterisk, forcing the contact center domain to become more commodity driven. Continue reading “Indosoft improves its Help Desk Customer Support with Q-Suite’s Multi-Channel ACD”

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Visual IVR Builder for Q-Suite ACD

A Visual IVR Builder is an essential part of any call center ACD. The Visual Dialplan Builder within Q-Suite 5.7 allows the user to create and rapidly deploy multi-level interactive voice response (IVR) applications at ease. It is a visual call flow builder with icons to provide a graphical flow of the call. The sophisticated IVR and call distribution functions within the Builder allows vertical and horizontal call-flow development with the ability to transfer control to different pages with the IVR. It also offers revision management. Continue reading “Visual IVR Builder for Q-Suite ACD”