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

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

Progressively Profitable Call Center – Outbound Dialing Part 4

 

Slow and steady wins the race. It’s not about the slow, it’s about the steady, really. Preview dialing can be slow. Predictive dialing can be a bit unpredictable at times. With progressive dialing, your agents are always doing something. Progressive is the default method most call center software uses to route calls to agents. A lead pops up on the screen at the same time it begins dialing. Becsteady progress can be profitable in the call centerause it is dialing on behalf of a specific agent, that agent does hear call progress. If the call is connected, the agent is there the moment the caller picks up. Continue reading Progressively Profitable Call Center – Outbound Dialing Part 4

Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing

Connect More with Your Call Center SoftwareAre your outbound agents spending most of their time talking to clients, or each other? If you’re not using the right mode of dialing for your campaign, it could be the former. When you have an outbound dialing campaign, the agent talk rate is going to be a big factor in its effectiveness. The more time agents spend talking to clients, the better. You need to have a good understanding of the options available, and when each may be most effective. Continue reading Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing

Feature Highlight: PBX Restricted Numbers

When managing PBX extensions and their users the requirement to limit what can be called is often needed. This can be done heavy handed at the trunk level but then no calls can dial out to the blocked numbers.

Using the Q-Suite feature Restricted Numbers is a more refined solution to the issue. It can be setup to restrict certain PBX extensions from dialing a set of numbers while allowing others. For example this is useful if only a group of users are allowed and expected to make international calls while another group are to be restricted. Continue reading Feature Highlight: PBX Restricted Numbers

Moving Contact Center infrastructure into Cloud

It is not an easy decision but we can feel the trend. The growth of IP (Internet Protocol) Network and the availability of Bandwidth at lower costs are pushing organizations to consider data centers for their infrastructure. There are compelling reasons to setting up a Contact Center in the Cloud.

Cloud in our context is a well recognized data center with excellent connectivity and decent infrastructure. Some of the immediate advantages of  Cloud for a contact center operation are, Continue reading Moving Contact Center infrastructure into Cloud

Setting up next generation contact centers with Asterisk

Before we get into aspects of setting up a contact center, it is important to clarify what I mean by “next generation”? I am referring to the infrastructure and technology associated with a contact center. What is so important about it? Technology evolution is a by-product of the demands placed by users to enhance productivity, offer flexibility and reduce the overall cost of acquisition and operation of contact centers. Continue reading Setting up next generation contact centers with Asterisk

Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time

Folks at Indosoft remember deploying a distributed contact center platform for one of our customers at a co-lo in Chicago sometime in 2006. Their agents were working from South America and different locations within United States.  They had looked us up on the web while reviewing Asterisk related technologies. Asterisk had by then made quite an impression with its flexibility and feature-sets supporting both VoIP and TDM.  Back then, PRI was the preferred telecom termination and SIP with X-lite for agent telephone was a workable option, the big challenge being bandwidth. Continue reading Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time

Selecting an ACD for your contact center

Automatic Call Distribution (ACD) has revolutionized the contact center industry by delivering the ability to manage, route and handle customer interactions systematically and efficiently. Contact center software with superior ACD deliver robust, stable and proven call-handling capabilities to many mission critical businesses. Key ACD features include call routing, automated customer interaction, queuing with prioritization and balancing, as well as skills based routing. Continue reading Selecting an ACD for your contact center