Press Release: February 02, 2010
2 February 2010
Q-Max Alert available in the latest release of Workforce Management Software
Q-Max 6.3 includes automatic notification via voice calls or text messages of predicted drops in service levels
Q-Max Systems Limited today announced the immediate availability of the latest release of its Workforce Management Software. Q-Max 6.3 includes a major new feature and several enhancements to the core product.
Q-Max customers will now benefit from Q-Max Alert which means they can monitor the main workforce management system while in meetings, in training or away from their desks for other reasons. Q-Max will automatically notify managers, supervisors and other staff of predicted drops in service levels. Alarms are relayed to the nominated person via automated voice calls or text messages. This means that managers can react to forecasted short-term shortages in the number of agents required to answer incoming calls, to respond to customer demand and meet agreed service levels.
David Jones, Head of Product Marketing at Q-Max commented, 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.
Q-Max is a powerful day-to-day contact centre management system used to calculate the number of contact centre agents required to respond to customer demand. However, even planned increases in call volumes can often surprise an advert is more effective than expected or an offer more popular than planned. Within seconds the quality of service can drop and the number of abandoned calls increase. Q-Max identifies this potential drop in service and will send off a Q-Max Alert to enable management to respond accordingly, wherever they maybe.
David Jones continued, Q-Max 6.3 is the result of extensive discussions with our customers. We ran a series of Customer Workshops during the summer of 2009 and a number of enhancements in the new release are a product of the recommendations raised at those events. We believe our extensive customer base of over 500 contact centre managers, workforce planners and analysts are the best development resource we could have and we listen closely to them. Together we are able to produce solutions to meet the constant changes and needs in a contact centre environment.
Additional enhancements in Q-Max 6.3 include increased definitions for special Average Handling Time (AVHT) periods, a new category for reserve working, a new Scheduler rule total attendance hours calculation and other useful practical features for busy contact centre managers.
Q-Max Systems is a UK based provider of Q-Max Workforce Management software. Founded in 1992, Q-Max is the most widely installed WFM in the UK. Q-Max is a powerful software system to schedule/forecast the number of agents required to respond to customer demand. Popular with public sector and commercial organisations Q-Max is a complete product with intra-day and shift scheduling, long-range forecasting and self service functions. Customers include BA, Interflora, EDF Energy, London Borough of Hillingdon, Colchester County Council and many more private and public sector organisations.
Q-Max is a Netcall Company www.netcall.co.uk
For more information please visit www.Q-Max.com
Mary Phillips/Andreina West
PR Artistry Limited
T: 01491 639500