Contact Center ACD
Q-Suite ACD is a unique and powerful ACD for Asterisk telephony. This contact center ACD offers a rich functionality including Skills-based Routing, Queue Prioritization, Hot Desking, Mobile Agent Phone Login, Real-time Queue Overflow Management, Real-time Supervisor Alerts, Detailed CDR with Call and Agent activity, Real-time Dashboard and Statistical Reporting. Q-Suite ACD can control one or many Asterisk servers in a cluster, unify queue management, and provide skills based routing with queue priority for all queues, irrespective of the media type.
Call center ACD is key to providing good customer experience and improving the overall contact center performance. In a nutshell, the ACD receives calls, manages the call work-flow (IVR) and eventually distributes it to the most appropriate avaialble agent using skills based routing. Along the way, it captures data about the calls, agent productivity and queue performance based on wait on a live agent answer, average handle time, hold times, after-call wrap-up work, abandon rates, and service levels.
Asterisk is one of the most flexible and powerful hybrid PBX available for both in-premise or Cloud based installation. Q-Suite ACD built ground up to complement Asterisk, is a unique full function ACD that scales effortlessly to multiple Asterisk servers. It is tailored to provide complete control over Call-flow and Queue management over above the standard skills based routing. The elegant and flexible call flow builder, skills based routing, real-time dashboard, historical reporting and WFM integration are all built into Q-Suite ACD. The combination of Q-Suite ACD and Asterisk changes the game for contact centers by providing the most advanced and cost-effective contact center ACD and telephony platform.
Q-Suite ACD provides an opportunity to deploy Asterisk based solutions to business domains and solutions requiring superior IP telephony platform supplemented with powerful features to handle the most demanding call workflow requirements. The extensive API for CTI interface allows easy integration of ERP, CRM business solutions to Q-Suite ACD.