Pegasys offers a robust, feature-rich and scalable contact center software suite for Asterisk built to leverage the technology stack of Asterisk, Linux, MySQL and Apache. It delivers an extremely powerful and compelling next generation IP enabled contact center platform at considerable cost savings.
Feature Rich Environment
A multi-tenant software available for both Cloud and Premise-based contact centers. Inbound call center operations will appreciate its powerful and flexible ACD which provides Skills Based Routing, Queue Prioritization, Virtual/Personal Queues, Agent Hot-Desking and Customizable IVR. Outbound call center operation will benefit from its efficient self-pacing Predictive Dialer along with Preview and Progressive dialing for multiple concurrent outbound campaigns. It has an inbuilt Script Builder for developing powerful agent-customer interaction scripts and a Dialplan Builder to develop powerful IVR. System tools are easy to manage and meet the most complex call center software requirements.
Whether setting up an Inbound, Outbound or Blended Call Center, Our system offers all the essential features, right 'out-of-the-box'. You can deploy it at Premise or in the Cloud and derive the benefits of setting a distributed contact center workforce avoiding multi-site infrastructure complexity. The intuitive Dialplan Builder with its drag and drop GUI simplifies the task of building IVR. Outbound contact centers will benefit from the self-pacing Predictive dialer and its Preview and Progressive Dialing capability.
Powerful Tools
An Agent Customer Interaction Script Builder powerful enough to satisfy the requirements of most inbound and outbound contact centers. It comes with an array of drag and drop tools to develop powerful and sophisticated scripting requirements. It has interfaces to import data into and export data from the system which integrate seamlessly into your Scripts. Script Builder also has ability to incorporate Web enabled CRM/ERP applications within the Script Builder.
Reporting
Cradle to grave reporting is an intrinsic component of the contact center software. With CDR records based on UUID, the contact center software is capable of providing detailed real-time and historical reporting on Agent, Queue, ACD, Campaign and List. Wallboard details provide realtime Performance reports and metrics. Voice recording and Listening capabilities are standard features within Asterisk for which Q-Suite provides built-in interfaces for monitoring Quality.
Intergration
Contact center operations requiring CTI Integration to Asterisk Telephony or integration to existing CRM/ERP Solutions will enormously benefit from the elaborate API library available within Q-Suite ACD. It offers .NET based library for CTI Integration as well as Web Services API for integration to the setup and management of your contact center. The underlying socket interface can be directly accessed to write custom wrappers for other languages.