New web-hosted queue management and strategic planning products from Q-Max 

Contact Centre Solution Q-MaxPlus incorporates Q-Max, Q-Me and Q-Scope 

Q-Max Systems Limited, the provider of workforce management solutions for contact centres, today announced the launch of Q-MaxPlus.  The extended family of Q-MaxPlus products incorporates two new web-hosted products, Q-Me for queue management and Q-Scope a new application for strategic planning.  The original flagship product, Q-Max Workforce Management is a powerful day-to-day contact management system used to calculate the number of contact centre agents required to respond to customer demand.

Q-MaxPlus includes all the components required to provide queue and workforce management solutions for contact centres at every stage of their evolution.  Suitable for start-up call centres or sophisticated multi-purpose contact centres Q-MaxPlus has the software tools required to meet demand and the required quality of service. 

Q-Me is a call back system which can be switched on when things get really busy and despite all best efforts in terms of scheduling there are not enough agents available to answer the demand from incoming calls.  Callers simply leave their details and receive a call back when the next agent becomes available.  Q-Me does the queuing at no cost to the caller and the system is fair to all, as those registering a Q-Me call back are held in the same place as if they had stayed connected.  

Q-Scope is designed for organisations setting up a contact centre for the first time or refining the performance of an existing operation.  Q-Scope takes a stepped approach to planning in terms of the number of agents required, shift patterns, opening times and other variables that can result in success or failure at times of change.  Q-Me and Q-Scope are both available as web-hosted solutions made possible by Netcall’s Intelligent Communications Platform™ following the recent acquisition of Q-Max Systems by Netcall Plc.

David Jones, head of product marketing at Q-Max said, “Q-Max has long been the most widely installed workforce management system in the UK.  The launch of Q-MaxPlus is a significant milestone in its continuing product development delivering benefits to contact centres at every stage of evolution.  Organisations strive to provide excellent customer service. By combining strategic planning, queue and workforce management Q-MaxPlus has the applications to enable contact centres to meet service levels at minimum cost with agent friendly shifts.”

Q-Me, Q-Scope and Q-Max are available immediately.  

Caption: David Jones, head of product marketing at Q-Max