Q-Suite for Asterisk Augments Multi-Channel ACD with Real-Time Routing Control

PRESS RELEASE: Indosoft Inc., developers of Q-Suite, the industry leading multi-tenant contact center software for Asterisk, releases additional routing control function for its multi-channel ACD. This function provides the ability to queue an on-going customer contact interaction to the top of a queue when there is a necessity to handle a priority call. In a multi-channel contact center, when calls and emails are routed to the agents based on queue priority using skills-based-routing, this offers an additional degree of flexibility to defer working on a ticket, handle a priority voice call, and revert back to the ticket. Continue reading Q-Suite for Asterisk Augments Multi-Channel ACD with Real-Time Routing Control

Semafone research – 86% of customers would shun brands following a security breach

PRESS RELEASE: New research commissioned by Semafone® has revealed that the overwhelming majority of people would not do business with a company that had failed to protect its customers’ card data. In the survey, conducted by OnePoll, 86.55% of 2,000 respondents stated that they were “not at all likely” or “not very likely” to do business with an organisation that had suffered a data breach involving credit or debit card details. The proportion of women expressing this view was 91.48%, which was markedly higher than the figure of 81.93% for men. Continue reading Semafone research – 86% of customers would shun brands following a security breach

Extended Echo Contact Centre Analytics Programme Helps Outsourcing Clients Secure Improved Customer Contact Outcomes

PRESS RELEASE: With improving economic conditions leading to increased demand for UK outsourced contact centre services, Echo Managed Services has differentiated itself by supporting client programmes with a full portfolio of analytics-driven, multi-channel customer contact services. By carefully analysing factors such as contact channel preferences, customer responsiveness, demographics and the type of interaction, Echo’s team can provide clients with in-depth insight into their campaign effectiveness and ongoing performance against KPIs. Continue reading Extended Echo Contact Centre Analytics Programme Helps Outsourcing Clients Secure Improved Customer Contact Outcomes