Integration to all leading PBX and ACD vendors
Qology’s queue management and callback solutions are based on software deployed in over 200 call centres and contact centres worldwide using PBX and ACD switches from all major vendors, including Avaya, Aspect, Nortel and Cisco.
Third party interaction routing engines
Additionally, Qology’s solutions can be easily integrated into contact centres running sophisticated interaction routing strategies, such as Genesys URS and Cisco ICM, in a way that preserves the integrity of the existing business logic in terms of call prioritisation and agent selection.
No phantom calls or “placeholders”
Qology’s solutions use computer telephony integration (CTI) links to maintain callers position in queue after they have requested a callback with no need for fake or spoof placeholder or phantom calls. Once a caller has requested a callback they can disconnect and free up the inbound trunk that they would otherwise have tied up whilst queuing.
CTI integration for screenpops
Any data collected about the caller during the inbound call using database lookups or IVR selections can be stored and re-attached to the outbound callback call such that agent screenpops and whisper announcements operate in the same way regardless of whether the caller chose to hold in person or hung up and received a callback.
Compatible with all major PBX and ACD switches
Qology’s solutions, based on Virtual Hold Technology, have been successfully integrated to a wide variety of switches, including:
- Avaya
- Nortel
- Cisco
- Genesys
- Rockwell
- Aspect
- Siemens
- Ericsson / Aastra
- NEC
