Q-Max 6.3 uses InTouch to keep customers a step ahead when it comes to forecasting shortfalls

Online, February 18, 2010 (Newswire.com) - Cambridge, 9 February 2010

Netcall is pleased to announce that Q-Max now uses Netcall InTouch as a standard feature within the latest Q-Max 6.3 release.

Netcall is the leading provider of automated Callback solutions to call centres of all sizes while Q-Max provides Work Force Management. Netcall acquired Q-Max in October 2009 and, since the acquisition, have worked tirelessly to combine their services to offer a complete package to any call centre environment.

Q-Max 6.3 is a contact centre management system used to calculate the number of contact centre agents required to respond to customer demand, InTouch is a simple and efficient way to automate message delivery using SMS, Email and voice.

Richard Farrell, Chief Technical Officer of Netcall, commented: "InTouch has been used in a variety of interesting ways over the years from stock market alerts to automated calls from Father Christmas. The recent acquisition of Q-Max means that we can now deploy Netcall functions to support Q-Max 6.3 operation. Dynamic real-time alerting of predicted service level issues for call centre management is a great use of InTouch. It means that call centres can proactively make changes that improve service delivered to customers."

David Jones, Head of Product Marketing at Q-Max added, "With an increased acceptance of the use of mobile telephones and text messages in the workplace Q-Max Alert seemed a natural progression to the triggers already available in the main product. Q-Max Alert will enable managers to have even more control over workflow therefore keeping both staff and customers happy. Q-Max recently joined forces with Netcall, a leading provider of callback and auto-messaging solutions; therefore we were able to deliver this major new feature within Q-Max 6.3 quickly and effectively."

Calls coming into call centres vary throughout the day; staffing up to meet the daily demands often means that service levels can vary depending on the amount of staff to calls. This service is often put under even more pressure if an advert or campaign is launched and the calls increase, nearly always resulting in an increase of abandoned calls. Q-Max 6.3 identifies this potential drop in service and will now send an alert using Netcall's InTouch thus enabling management to respond accordingly without the need to keep a constant eye on the program.

Richard Farrell further commented: "Call handling performance is not something that should be examined once a week with a weekly service level report. The best operations deliver exceptional results because they deliver the best possible service in each interval over the entire week. "

Improved service levels mean happier callers and more cost-effective operations. A real win-win.