One Number, One Big Problem

If you have one public toll free number you advertise broadly, you may have a problem. It’s something we’ve seen several times in the past. Giving the client one number to call solves their problem of deciding which number to call you at. The problem of taking that call and getting it to the right place now becomes yours. If you only ever have one type of call, then you can probably figure it out pretty quickly. Otherwise, you’re going to need help from your Interactive Voice Response (IVR) builder. Continue reading One Number, One Big Problem

Don’t Fumble The Handoff

Few things bother people more than having to repeat information they’ve already provided. It wastes their time, and they know it’s wasting the agent’s time, too. So why do call centers let this happen? It’s understandable if you’re calling into a PBX system and the call recipient can’t do a transfer correctly, but it’s something that can be avoided in the call center. Continue reading Don’t Fumble The Handoff

Where’s My Data? Accessing External Data Sources in your Call Center Software

When you have a previous relationship with your client, it’s important that this be reflected in the customer experience. Often, the data concerning the client is available in a separate system from your call center ACD software. Continue reading Where’s My Data? Accessing External Data Sources in your Call Center Software

Let It Flow: Customizing Your Call Center Software Part 1- Customizing Your Call Flow

A big driver of the adoption of Asterisk is the flexibility it brings. It has been called the Swiss Army Knife of telephony with good reason. As a result, there are a number of things that one can do to utilize that flexibility and add a bit of customization to their Asterisk-based call center software. In most cases, the actual amount of modification done is pretty small, but it’s always nice to know the ability exists if needed.
Continue reading Let It Flow: Customizing Your Call Center Software Part 1- Customizing Your Call Flow

Number management in Multi-tenant call center software

In any multi-tenant call center software, tenants must be able to create, assign and configure their DIDs (Direct Inward Dial) in order to be able to receive calls and direct them appropriately. The DID itself is a convenient way to determine which way a call should be directed; to an IVR, for example, or a specific PBX extension. Software like the Indosoft Q-Suite can be configured to use a DID and a schedule to determine how and when a call should be directed, with the ability to specify a dialplan and queue during operational hours and an after hours dialplan for when the call center ACD is closed. Continue reading Number management in Multi-tenant call center software

Building a Basic Inbound Contact Center ACD

Implementing an inbound contact center using Asterisk can be simple or difficult, depending on the needs of the center. This post is going to focus on creating a basic inbound campaign that will incorporate a direct inward dialing (DID) number, an IVR, and a few queues. Continue reading Building a Basic Inbound Contact Center ACD

Localization and Other Benefits of Inbound Call Routing

When handling inbound calls, directing calls to the appropriate destination while balancing resource availability is key to ensuring an optimal experience for the caller.  For many call centers, skills-based routing ACD call center software is all that is needed.  Other centers may have differing demands.  In some cases, calls may be routed in different ways depending on various criteria, such as location, the DID dialed, user input or information pulled from the client record while still in the dialplan.
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Ease of trying Q-Suite Call Center software

When choosing software for your contact center, one important aspect is the feature list.  You will already have an idea of the functionality you need, and can see the products feature list on their marketing material.  A demo or two can be seen, and then the decision to buy or not buy is made. Continue reading Ease of trying Q-Suite Call Center software

Migrating Tenant Components in Q-Suite 6

A dichotomy we have observed with the Q-Suite, but one that is certainly not limited to our clients, is that for any complex feature we introduce some clients will ignore (or at least use it to the minimum and never touch it again), while others spend man-months of effort pushing the limits of capability to leverage it to the maximum.   Continue reading Migrating Tenant Components in Q-Suite 6

Visual Call Flow Designer

Call flow management influences the efficiency of service delivery through the voice portal of an inbound contact center. Interactive Voice Responses (IVR) are an important sub-set that open up opportunity for self-service and automation within an multi-channel contact center center operation. A visual call flow designer is a graphical tool to build work-flows for interaction with the caller, perform automated tasks, make decisions on branching based on customer input, and dictate the routing. A sophisticated contact center software will include a call flow building tool with a web Graphical User Interface (GUI) designer capable of drag and drop flow management with revision control.

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