Netcall and Q-Max: two industry leaders join forces to deliver the best possible customer experience

Thursday, October 01, 2009

• Netcall acquires Q-Max, the UK’s most widely deployed Workforce Management (WFM) Solution
• Hosted WFM planned
• QueueBuster® impact to be shown as an option in Q-Max
• Enhancements to integrate solutions

Cambridge October 5, 2009- Netcall, the leading provider of callback solutions, has today announced its acquisition of Q-Max, the industry-leading supplier of workforce management solutions.  Netcall supplies call centres with solutions that deliver improved customer experience and productivity benefits.  Adding Q-Max will give customers a wider set of the best workforce optimisation tools.

Q-Max is the most widely installed Workforce Management System in the UK and optimises deployment of staff to best meet service levels at minimum cost. Agents can be 70% of call centre operational costs, so scheduling the correct numbers of agents at the correct times of day can dramatically reduce costs and also improve customer experience.

Netcall’s QueueBuster allows call centres to handle unforecasted demand and also allows innovative deployment of agents to improve productivity. Using WFM and QueueBuster together leads to the best balance of staff-to-calls, delighting customers at the best possible cost.

The acquisition means that Q-Max will become available on Netcall’s Intelligent Communications Platform™ as a hosted option, giving call centres more choice and flexibility when it comes to purchasing.  Enhancements to the Q-Max solution will highlight when QueueBuster should be used and model its impact. Further development to integrate the solutions is planned.

David Jones, Product Marketing Director commented on the acquisition: “This is a great opportunity for both Q-Max and Netcall customers to achieve maximum quality of service at minimum cost.  Q-Max proactively calculates, in advance, the number of staff required to respond to customer demand.  However, there are still occasions when contact centres need a helping hand to handle excess demand effectively and QueueBuster can provide just that. The whole is greater than the sum of the parts.” 

Henrik Bang, CEO at Netcall concluded: “I am really excited about this venture.  Q-Max is a great fit with our existing solutions such as QueueBuster.   The focus of both companies has been the same; delivering the best customer experience at the lowest cost.  For current customers there will be no major change and the usual account management and customer service processes remain. Over the coming months we will develop the applications to deliver the best of both and also deliver innovative hosted solutions that will enable wider deployment of WFM. Q-Max users will also have a simple proposition to deploy QueueBuster.”

About Netcall
Netcall is a UK company listed on the Alternative Investment Market (AIM) of the London Stock Exchange. Based near Cambridge, Netcall develops and supplies innovative communication solutions to organisations of all sizes, including many blue-chip companies with global contact centre operations.  As the leading specialist in callback, auto-messaging and contact solutions, Netcall helps organisations globally to increase profits and productivity while improving customer satisfaction and employee morale. Solutions are deployed either on-site or as hosted managed services using Netcall's Intelligent Communications platform (ICP). The company has more than a decade’s experience of owning and running a high-availability service platform co-located with international carriers. Netcall's customer list includes BT, BUPA, First Direct, Halifax, Lloyds TSB, npower, Prudential, RBS (The Royal Bank of Scotland Group), United Utilities and Vertex.

Visit www.netcall.com for more information.

About Q-Max
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 includes BA, Interflora, EDF Energy, London Borough of Hillingdon, Colchester County Council and many more private and public sector organisations. 

For more information please visit: www.Q-Max.com

Or contact:

Mary Phillips/Andreina West
PR Artistry Limited
T: 01491 639500
E: mary@pra-ltd.co.uk

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