Call Center Software Featured Article

Indosoft Unveils Workforce Management Integration Module for Q-Suite

By Shamila Janakiraman
TMCnet Contributor

Indosoft (News - Alert) Inc. specializing in the development and provision of contact center technology solutions announced the debut of the Workforce Management Integration module for Q-Suite, its Call Center ACD and Dialer software for Asterisk (News - Alert).

According to Indosoft sources this release follows the successful integration of Q-Suite to Aspect’s (News - Alert) eWorkforce Management software that allows contact center operators to achieve effective real-time and historical data feed directly from Q-Suite into the WFM software.

Gabe Bourque, Chief Operating Officer at Indosoft said in a release, “Workforce performance is vital to ensuring growth and long term viability of contact centers. Q-Suite provides granular details of call center activities through its cradle to grave reporting.”

He explained that the integration module within Q-Suite will let contact centers to pipe reports coming from various sources within the software into their WFM solution in order to help control labor cost, optimize levels and consistency of customer service, employee utilization and maximize revenue generation.

Q-Suite is capable of providing detailed real-time and historical reporting of Agent, Queue, ACD and Dialer activities for both inbound and outbound call centers. Also the real-time supervisor dashboards, agent productivity reports, ACD activity and campaign performance reports ensure effective call center floor management.

It was revealed that contact center operations leverage statistics and reports to determine productivity, staffing and performance. Q-Suite uses this WFM integration module to feed detailed granular contact center performance data generated by the software in order to save time on data entry.

Workforce Management software applications leverage real-time and historical report data to optimize performance and productivity of contact center operations, said officials.

Management can make informed decisions by looking at key performance indicators generated from different real-time reporting sources within the contact center software, according to Bourque.

In early 2011 Indosoft upgraded its predictive dialer technology based on open source Asterisk. Predictive Dialers are used by outbound call centers in order to keep their call center agents talking on the phone constantly.