What’s Past is Past. Old Data Belongs There.

The accumulation of data is becoming a problem

Have you ever found yourself struggling to find the one campaign you’re looking for in a list of hundreds? Most of those probably weren’t even active anymore.

How frustrating is it to find that you’ve clicked on the wrong one? Or even worse, used it? Even if you don’t make a mistake like that, there are other problems: Continue reading What’s Past is Past. Old Data Belongs There.

Useful Queue Control Features in the Dialplan Builder

Queues are the backbone of an inbound call center ACD. They are typically the primary destinations for your callers and customers, so you need to be sure that they are properly structured and implemented. Let’s have a look at a trio of dialplan components that can help you manage how and if callers get into your queues and what to do with them once that happens.

Continue reading Useful Queue Control Features in the Dialplan Builder

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

On Hook Agents: Will They Work for Your Call Center?

On hook agents. I can see arguments both for and against these types of agents, but which side of the argument will end up working for you in your contact center acd? It’s a tough question to fully answer, but let’s have a look at a few of the pros and cons.

Continue reading On Hook Agents: Will They Work for Your Call Center?

Your Call Center on the Go

Around the turn of the century, it was common to see websites suggesting “Best viewed in 800×640” or some other suggested resolution. As if the user had a choice of screen resolution when moving from site to site. It may have been a form of bragging: “Our site is so fancy you need a pretty good system to enjoy it.” Continue reading Your Call Center on the Go

Philips Hue light bulbs can replace expensive LED wallboards

LED wallboards are expensive. In many cases, mounting a large LCD TV isn’t possible due to load restrictions or viewing angle. In many cases, most of the information on the wallboard isn’t even necessary, the agents just need to know how full the queue is. That can easily be indicated with a colour. LED wallboard systems cost thousands of dollars, a Philips Hue “mood light” kit with three bulbs costs $200. Indosoft’s Q-Suite can drive the lights with a very minimal amount of programming by listening to the event broadcaster. Lights can be programmed separately or tied together so they can be seen by more employees.

hue_purple
There’s a caller in the magenta queue

Continue reading Philips Hue light bulbs can replace expensive LED wallboards

Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution

Call Monitoring features are a must for any call center.   Call Monitoring has many uses with in a business ranging from employee training to  quality assurance and complaint investigation.

How is Call Monitoring useful for training new customer service representatives? Continue reading Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution

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

The Real Meaning of Call Survival

With Q-Suite’s HAASIPP our product now features Call Survival. This is often confused with Call Recovery and the terms then used interchangeably.

To understand what Call Survival really means lets look at an example. Starting off with a caller connected over a SIP trunk and ultimately connected to an agent. The diagram below shows a simplified setup with the communication path as follows:

Call-Survival-Diagram1

Continue reading The Real Meaning of Call Survival

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