Outbound Call Center Featured Article

Contact Center Software for Asterisk Drives Multi-Site Expansion for EECS

By Anil Sharma
TMCnet Contributor

Indosoft (News - Alert) Inc., developers of Q-Suite, a Call Center ACD Software for Asterisk, has succesfully configured a distributed contact center operation for East-European Communication Services (EECS).

East-European Communications Services is a Ukrainian based, privately held communications company that specializes in managed inbound and outbound customer service for its clients in the insurance, travel, health, financial and industrial sector.

By adding another remote Asterisk (News - Alert) telephony server to their existing contact center operation powered by Q-Suite, EECS has successfully scaled and achieved a geographically distributed setup with operations in two locations, at Kiev and Zhitomir.

"A year ago, we selected and deployed Q-Suite as our contact center technology solution for call center operations at Kiev," said Sergii Tkachov, chief development officer of East-European Communication Services, in a statement.

Tkachov said that the EECS has been continually impressed with Q-Suite's advanced predictive dialer, ACD, and sophisticated Script Builder, all of which contributed to the EECS growth during the past year.

“When the opportunity to expand our operations came with a requirement for an additional contact center setup at Zhitomir, we decided to take advantage of the ability of Q-Suite to scale to multiple Asterisk servers,” he said.

Tkachov said that for the expansion of contact center operations at Zhitomir, it was a simple and cost-effective move to add an additional Asterisk telephony server to the existing Q-Suite ACD.

“This allows us to achieve a distributed workforce with central management of all ACD and dialer operations from Kiev," he added.

Gabe Bourque, chief operating officer at Indosoft said that the company is excited about EECS's expansion of its contact center operations.

Bourque said that in today's competitive contact center operations, having the right technology is essential to growth and scaling.

He said that Q-Suite's unique ACD and its use of Asterisk telephony make it ideally suited for companies like EECS, which require an advanced, yet cost-effective, IP contact center technology platform.

“This deployment and expansion demonstrates the ability of Q-Suite to scale to multiple Asterisk servers in order to achieve geographically distributed contact center operations. Q-Suite ACD with skills-based routing, Virtual and Personal Queues, Predictive, Preview and Progressive dialing, are all features designed to cater to the needs of enterprise level contact center service providers," said Bourque.