The telecoms operator will use the platform of Call Centre Expo at Birmingham's NEC to pioneer its innovative Live Statistics for Call Queuing.

Opal's new web-based interface will allow call centre or business managers a live, real-time view of how many calls are queuing on their system.

Until now, this function has only been available to large companies which have invested in expensive in-house call-handling equipment. However, it will be available to all of Opal's customers, regardless of size, as a fully inclusive part of their service.

Opals Call Queuing service has the added benefit of freeing up space on companies' phonelines, as the function is entirely network-based.

"Opal is constantly reviewing its product and service portfolio in order to meet the specific needs of its customers," said Aiden Dermody, sales & marketing director of Opal Telecom.

"We believe that Live Call Queuing Statistics will provide a number of benefits to our clients in terms of reducing overheads and improving efficiency in call answering because they will see in real-time what is happening in their call centre and will be able to react quickly to changing circumstances.

"By monitoring statistics in real-time, our customers will have a very powerful management tool at their fingertips. The product will enable staffing levels to be managed to ensure revenue is not lost by keeping their customers on hold for too long, whilst overflow can be diverted onto other sites or even to members of staff who are working from home.

"This product allows SMEs to enjoy the benefits of a service that was previously only available to large corporates which had invested enormous sums in hardware applications. It will now form an integral part of Opal's service - it is NOT an expensive optional extra."

About Opal Telecom:
Opal Telecom provides voice telecommunications services to the corporate and small and medium sized enterprise markets. The company provides intelligent network, interactive voice response, and Internet service provider outsourcing services. Its services include inbound telephony, inbound non-geographic services, interactive voice, and call statistics.