Indosoft Inc., developers of Q-Suite Call Center ACD Software for the Asterisk telephony platform, announced the release of Q-Suite 5.5. The new release contains significant enhancements to the Q-Suite ACD trunk tracking module and delivers unprecedented flexibility to customer contact centers by opening up the ability for third party developers to utilize Asterisk for applications requiring unique and demanding call workflow, as well as extensive reporting and oversight capabilities.
Many additional features are provided in the Q-Suite 5.5 release, including expanded API libraries, which allow for CTI integration of Web and .NET ERP, CRM and other business solutions to its ACD and IP telephony. Other enhancements to the call center software ACD simplify the process of deploying Asterisk to established business domains and solutions that require superior IP telephony to be supplemented with powerful queue and call workflow handling features.
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“The improved trunk tracking module in Q-Suite 5.5 is remarkable in its ability to provide organizations with unlimited flexibility in creating and setting up special purpose queues for unique call workflow and call handling,” said James Terhune, Chief Technology Officer at Indosoft. “Special purpose ACD queues have the ability to individually park calls and broadcast queue events to all subscribed agents. This provides unbounded opportunity for implementing extremely powerful agent/operator/supervisor consoles capable of tagging and handling calls for unique business applications. These additions to the truck tracking module, as well as the expanded API libraries within Q-Suite ACD, greatly improves the ability for organizations to utilize Asterisk for applications requiring most elaborate call workflow, while established reporting capabilities within Q-Suite deliver extensive reporting and oversight potential. It also allows real-time agent/operator presence for continuous workforce data and call stats. Q-Suite ACD can broadcast IVR, agent or supervisor generated messages in real-time, tightening control over the management of queue and call distribution activities.”
With a rich development background in Computer Telephony Integration (CTI), Indosoft has invested many years in developing its unique and powerful call center ACD software for Asterisk. As a complement to Asterisk, Q-Suite provides organizations seeking to utilize Asterisk as their IP telephony platform with rich ACD functionality, including Skills Based Routing, Queue Prioritization, Hot Desking for Agents, Real-time Queue Overflow Management, Real-time Supervisor Alerts, Detailed CDR with Call and Agent activity, and Real-time and Statistical Reporting.