Building A Scalable Contact Center ACD on Asterisk

When Asterisk came along, it was exactly the sort of thing many were looking for. Telephony had been the purview of the giants like Mitel and Nortel. If you wanted a telephone system, you had to pay a lot for a fixed set of functionality. Asterisk gave similar functionality on commodity hardware and much cheaper telephony hardware developed by Digium. Continue reading Building A Scalable Contact Center ACD on Asterisk

Five Keys To Dialing Your Leads Effectively

You can have a great dialer, a wonderful staff, and effective management, but if your lead queuing strategy is wrong, your outbound campaign is going to fail. Great agents can’t sell to people who aren’t home. The best product for working couples isn’t likely to be sold from 9-5. Your restaurant supply company isn’t going to close any sales between 11am and 1pm local time, when the restaurants in question are struggling to handle the lunch crowd. Continue reading Five Keys To Dialing Your Leads Effectively

Using Agent Skill Priority in Skills-Based Routing

Skill priority is a topic that has been covered before in this blog, in the case where skills are being used and we want to ensure that calls are routed evenly.  However, we have found that some are unclear on the benefits of assigning differing levels of skill to agents.
Continue reading Using Agent Skill Priority in Skills-Based Routing

Email and Trouble-ticket integration for intelligent ACD routing

At Indosoft, we support a range of customers around the world, requiring different levels of technical assistance. Our customer support department is directly manned by experienced technical staff who do everything from installation, setup, feature development, and automation, to handling phone support. Supporting a contact center software gets complicated since VoIP is an important consideration. Typical data and information systems deal will data whereas a contact center solution deals with voice and data.

Continue reading Email and Trouble-ticket integration for intelligent ACD routing

Integrating Chat, Email and Twitter into ACD with Skills based Routing

Automatic Call Distribution (ACD) has evolved to provide an efficient mechanism for routing and distributing incoming phone calls to the right agent in a timely manner and increase the productivity of the contact center. A sophisticated Call Center ACD offers Skills based Routing where calls are routed into separate queues based on the number dialed by the caller or the options selected through an IVR interaction after the call lands in the phone system.

Continue reading Integrating Chat, Email and Twitter into ACD with Skills based Routing

Queue Priority Service Level and Skill Level for ACD

Queue priority is dictated by the business case. Calls into a higher priority queue should be handled ahead of calls from other queues. Once within the Queue, calls are handled based on the wait time. Even though it sounds simple enough, it can get complicated because a good ACD (Automatic Call Distributor) has skills for Queues and skills with skill levels for Agents.

Continue reading Queue Priority Service Level and Skill Level for ACD