Qology launch “Queue Server Express”

an off the shelf call back solution for small and medium sized contact centres

Newhaven, Tuesday 26th April 2010

Qology today announced the immediate availability of an off the shelf solution to equip contact centres with the means to manage call volumes and wait times putting customer experience at the heart of their queue management strategy. Qology draws on their expertise in providing call back solutions to contact centres in a wide variety of industries to deliver “Queue Server Express”, a rapidly deployed solution based around Virtual Hold Technology’s award winning queue management solutions ideally suited for small to medium sized enterprises receiving up to 400 calls per hour during busy times.

Avoid frustrated callers or lost business, empower the customer with the option to be informed about expected wait times and further equip them with the option to be called back in the same time they would otherwise have to queue in person. Callers are happier, more satisfied and left feeling that their time is valued and respected, resulting in improved customer satisfaction and increased customer retention. The solution automatically monitors the flow of traffic through your contact centre and intercepts calls only when the expected wait time is above a configurable threshold. This provides a safety buffer that allows contact centre managers to avoid staffing up to handle short lived peak periods when wait times would otherwise be higher than desired.

Queue Server Express is a single server solution that can be deployed rapidly with minimal impact on existing contact centre technology and zero agent training required. The result for the call centre; minimal capital expenditure and a rapid return on investment.

Qology’s Principal Consultant, Stuart Lambert, commented “Qology is always seeking ways to ensure our solutions are affordable and easy to deploy for small and medium sized contact centres as well as larger contact centres. In a competitive environment advanced customer experiences, such as those afforded by Queue Server Express, enable forward thinking organisations to gain competitive advantages by surprising and delighting customers with excellent customer service.”

ABOUT QUEUE SERVER EXPRESS

Queue Server Express is based upon Virtual Hold Technology’s award winning queue management solutions currently live in over 200 contact centres worldwide in sectors as diverse as retail, finance, travel and government. Initially available for contact centres utilising Avaya and Cisco platforms, Qology will add support for additional platforms later in the year.

About Qology

Qology focuses solely on developing queue management and call back strategies for organisations throughout the United Kingdom and Ireland that reduce abandoned calls and operational costs, enhance customer satisfaction and increase revenues. Qology’s solutions can be deployed on premise or will soon be available on a fully hosted “software as a service” (SaaS) basis for rapid deployment and reduced total cost of ownership. Qology’s experience centres around contact centres in the government, finance and utility sectors

For more information, visit www.qology.com or call 0800 878 6000.

Free Interactive Demonstration: 0800 878 6006

Experience what your customers could experience with Qology’s queue management solutions.

Media Contact

Matthew Bellingham
Marketing Director
Qology Limited
01323 700222
matthew@qology.com