Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
February 28, 2013
By Amanda Ciccatelli
, TMCnet Web Editor
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
These rules are based on guiding a caller to any agent as fast as possible, but usually multiple variables are added, all with the goal of finding out the reason for the call.
Indosoft (News - Alert), Inc. – developers of Q-Suite, call center software for Asterisk telephony, and providers of contact center solutions – recently completed its connector for integration to NICE IEX (News - Alert) workforce management (WFM) software. This integration for historical data and real-time adherence will provide contact center ACD data required by the WFM software for forecasting and scheduling as well as agent performance.
Today, Indosoft offers a contact center solution with global turnkey installations and software management for both inbound and outbound contact centers. Its flag-ship product Q-Suite is a multitenant, scalable contact center software with a sophisticated ACD and an predictive dialer.
“In large contact center operations, workforce optimization is critical to managing costs. Productivity and operational efficiency are vital to the growth and long term viability of every contact center operation. Q-Suite provides granular details of call center activities through its cradle to grave reporting,” said James Terhune (News - Alert), CTO at Indosoft.
Q-Suite generates and stores data for Agent, Queue, ACD and Dialer activities for both inbound and outbound call centers. Its real-time supervisor dashboards, agent productivity reports, ACD Queue and campaign performance reports are generated from the real-time and historical data from the ACD. Further, WFM connectors can feed call center ACD data in any format to WFM solutions that offer mature productivity and scheduling tools.
Additionally, this detailed data is used by Q-Suite to offer real-time dashboards and wallboards to display agent performance.
Terhune explained, “The connector modules within Q-Suite can extract and deliver contact center performance data from various sources within the call center ACD. Historical data is made available to WFM software for forecasting staff scheduling for contact centers, while real-time agent state information is useful to track agent adherence.”
Edited by Braden Becker