Indosoft, a provider of multitenant contact center software for Asterisk, has added new routing capabilities to its Q-Suite multichannel ACD for call routing. This will allow intelligent routing by streamlining the different channels of customer service operations. Organizations using phone, email, and Web channels for offering customer support and help desk can take advantage of this functionality to increase efficiency and enhance overall productivity.
The multichannel ACD can queue phone calls, email, and Web-generated trouble tickets into specific queues, with every individual queue having an assigned priority and skillsets essential for handling the queue. The call center software has a built-in Visual Call Flow Designer, with drag-and-drop capability to design and built the required call work-flow dialplan. The new inbound call routing functionality now available within this Visual Call Flow Designer takes an input parameter from the incoming contact, compares it to a list of values, and makes a determination on the routing and the destination. The list, made up of value-destination pairs, can be derived from the existing database information or uploaded through a file. The destination can be a queue, an extension, voicemail, or even an external DID. Once in the appropriate queue, the distribution is further controlled by the queue priority and skills-based routing.
The new functionality can not only organize the routing but can also associate key additional data necessary for providing script pop-up information while presenting the call.
"A call center ACD offers queues with skills-based routing where the calls are routed to the most appropriately skilled employee available at that time," said Justin Traer, director of support services at Indosoft, in a statement. "Contact center solutions with multichannel ACD offer skills-based routing and queue prioritization for phone calls, emails, and Web channels. Having intelligent routing is a wonderful opportunity to introduce greater efficiency and enhance productivity."