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Netcall join with Telephonetics VIP to deliver a wide and compelling suite of contact centre and enterprise communication solutions

  • Q-Max Workforce Management Software integrated with the Telephonetics VIP SEMAP+ communications platform

  • Netcall QueueBuster® and CallMeBack™ integrated with Telephonetics VIP SEMAP+

  • Datadialogs Eden helps bring together disparate systems into a single unified environment

Cambridge, 30th July 2010

Netcall plc today completed the agreed acquisition of Telephonetics plc. The joining together of the two companies and the further integration of Q-Max, acquired by Netcall in 2009, delivers a wide and compelling suite of contact centre and enterprise communications solutions.

Organisations require a number of tools to plan and forecast demand and supply of agents, route calls effectively, automate appropriate transactions, deliver exceptional caller experience, and gather together disparate sources of data to provide valuable management information. The new Netcall suite of products addresses each of these areas with best-of-breed solutions with hundreds of installations.

Planning and Forecasting
Q-Max Workforce Management (WFM) software is the most widely deployed solution in the UK and ranks highest for satisfaction with vendor support[1].  Developed over 18 years to perfectly match all contact centre environments, Q-Max accurately forecasts caller demand and plans the most cost effective and socially acceptable shifts for agents.

With powerful intra-day optimisation, agent adherence, long-range forecasting and comprehensive reporting Q-Max is the perfect tool to get the most from a call centre’s most valuable asset; its people. Q-Max is used by 33% of public sector responding to a recent survey.

Q-Max WFM is now available integrated with the Telephonetics VIP SEMAP+ communications platform.

Call Handling
QueueBuster® gives callers the option of an automated callback when queue times are too long delivering exceptional customer experience and productivity benefits. CallMeBack™ quickly and effectively connects browsers on the Web with call centre agents, capturing abandoned shopping carts and delighting customers.

QueueBuster® and CallMeBack™ are now available integrated with the Telephonetics VIP SEMAP+ communications platform.

Datadialogs Eden
The code-free Eden Platform rewrites the rules for how technology supports business strategy enabling organisations to rapidly create and deploy business solutions without the need to develop code. Eden software integrates in real-time with virtually any existing IT infrastructure. Applications are transformed into visual solutions that both users and developers can relate to. Eden gives businesses the power to solve complex problems quickly and with ease. It sets new expectations of what's possible with existing technology, breathing new life into old systems and creating a platform for developing fresh business ideas. Eden is available for all existing Netcall and Telephonetics VIP customers.

Enlarged Group
Henrik Bang, Netcall CEO, commented, ‘The enlarged Netcall group delivers an enhanced proposition for customer interaction solutions with a broadened and improved product offering. Q-Max Workforce Management software integrated with ContactCentre 59R ACD and QueueBuster® is a unique and valuable combination of technologies.

60% of the UK’s Acute NHS Trusts and a large number of public sector organisations use our solutions.  We now have more than 700 customers in all sectors and this is a fantastic opportunity to deliver the best of both Netcall and Telephonetics VIP products to more customers.

I am really excited about the future opportunities for the group to deliver the key benefits of improved customer experience and minimised costs to organisations.’

About Netcall plc
Netcall is the leading specialist in callback, speech automation, workforce management and data integration solutions, helping organisations improve productivity while improving customer satisfaction and employee morale.

[1] Professional Planning Forum Survey, Annual Conference May 2010