If You Can’t Give Up When Your Caller Does

Sometimes your callers really mess things up for you.

You’ve spent hours building and tweaking and testing your Interactive Voice Response (IVR). Music on hold. Audio prompts. Web services to tie the call together with a contact in your CRM.

The visual IVR builder gives you plenty of options for collecting data, sending data, and routing calls. The drag-and-drop interface lets you get your IVR built fast so you can test and perfect it.

The built-in features are fantastic for collecting data about calls and updating your CRM. Or even letting your agents know a call came in. But, sometimes you need to guarantee that the information goes into your CRM.

Then the caller hangs up before that can happen.

Why?!

Continue reading If You Can’t Give Up When Your Caller Does

The Command That Makes the Visual Dialplan Builder a 100% Solution

Having a tool that can do 100% of the most common cases and 90% of all cases is really great. However, there’s always going to be that 10% of cases that give you trouble.

When you’re using a product that sets clear limits on functionality to the most common cases, that’s fine. But, if you’re using a full-featured call centre suite, that last 10% definitely needs to be in. In the Indosoft Visual Dialplan Builder, it’s simple to construct a dialplan to meet most needs. Continue reading The Command That Makes the Visual Dialplan Builder a 100% Solution

How to Scale Asterisk Over Multiple Servers

Scaling your Asterisk PBX can be complicated. It’s hard to get more than one Asterisk server acting as a single PBX. A call comes in, and you want it to go where it’s supposed to go. But it takes a ridiculous amount of effort to get your installation to do what you want.

Take a look at the typical setup, where you have two Asterisk servers, with a trunk between them: Continue reading How to Scale Asterisk Over Multiple Servers

It’s Less Stress to Test

You say failure is not an option. So let’s get prepared. Whether you’re deploying your call center in the Cloud or installing your ACD system locally, it’s important to make sure the whole system matches your needs. Testing is crucial. You don’t want to find out that a single Asterisk server was insufficient after logging in 300 agents. We can provide advice and rough guidelines. The sheer number of options available for the platform itself, as well as the number of use cases that Q-Suite allows, mean that it can be impossible to be sure that a specific configuration will be problem free without trying it. Continue reading It’s Less Stress to Test

Renting Versus Owning: Solving the Dilemma

Have you ever heard renting is like throwing your money away? What about the large sum of money you have to pay to own? In the case of a house, making a down payment, buying mortgage insurance, surveys, inspections, legal fees and interest payments can also feel like your money is disappearing into a hole. The benefit of renting is the flexibility, the low upfront cost, and having someone else responsible for updates and upgrades. The benefit of owning is being able to do whatever you want with the property, and a stable environment if you plan on having the same needs for a length of time.

The same arguments go on with software and hardware. You may decide to buy a perpetual license to your call center ACD system, or you may decide to go with the monthly licensing option. But what’s the right option for you? Continue reading Renting Versus Owning: Solving the Dilemma

Integrating Your Contact Center

Where, oh where, is your agent phone rung?

Do you know where your agents are? What if the agent is a supervisor or key person who may handle some calls, but may also have to move around the building? Your business may be issuing tablets or laptops so that people can work as they move. You don’t want to force them to use their cellphone all the time, or use a headset on their iPad. Continue reading Integrating Your Contact Center

Sharing the Load

The history of the World Wide Web is the story of server-side versus client-side software. When things started to get going, the Web was largely a set of static files that were served up from the server. The browser displayed those files in as presentable manner as possible, but didn’t do any extra processing on its own that wasn’t part of the rendering process. Dynamic content was animated GIF files and the <blink> tag. Continue reading Sharing the Load

Condition Your Call Center Against Agent Error

Call center agents are professionally good at saying what they’re supposed to say. It’s your job to make sure they know what that is, at any point in a call. Sometimes this can involve a lot of training. If your agent interaction script builder is good enough, you can do with a lot less training and get your script out the door (and your agents working) faster. Continue reading Condition Your Call Center Against Agent Error

Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them

We all know what privileges are. They’re some form of a set of rules that allow/disallow use or access to certain things. A few simple examples are a driver’s license where you need to be 16 years of age or the ability to purchase alcohol which happens to be 19 years of age here. How can you use privileges in the Q-Suite to better control your contact center?

Continue reading Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them

Dealing With High Volumes and Skilled Agents

Your call center has received an unexpected burst of calls. Volumes are up all day. Calls are waiting too long. What do you do?

When you’re using skills-based routing, the answer may be reskilling your workforce and logging in additional personnel. Continue reading Dealing With High Volumes and Skilled Agents