The Global Association for Contact Center Best Practices & Networking

Cambridge, UK - March 26, 2008 - Interflora has signed up with Cable&Wireless, to use Netcall’s Queue buster callback application, available as a network-hosted service from the communications company.

QueueBuster helps contact centres improve customers’ experience by offering an alternative to waiting in telephone queues during busy periods. Customers can choose to accept an automated callback as soon as the next agent is available.

Interflora signed up to the QueueBuster after successfully deploying the solution to manage increased call volumes at the company’s contact centre during December, a traditionally busy period for the flower and gift company.

Jayne Henry Head of Telesales at Interflora commented: "As a gift and flower company, Christmas is a key selling period for us. Call queues can build up at peak periods and we wanted to manage the customer experience at these times while avoiding abandoned calls and ultimately lost sales.

"The hosted QueueBuster service proved a winner with both our customers and our customer service staff. In fact, in almost every instance the call backs led to an order! Since we pay for the service on a ‘per usage’ basis, it is also able to deliver a very attractive Return on Investment."

QueueBuster helps organisations improve customer service levels and reduce contact centre operating costs by increasing available agent resource. It not only cuts telephone waiting times for customers, but also presents the caller’s name to the agent, so that a personalised service is provided.

Will Dunwell, call centre solutions product manager, Cable&Wireless said: "QueueBuster proved its value during a key business period for Interflora. Netcall’s application fits well with our contact centre portfolio, helping customers enhance their brand while reducing costs and contributing to revenue generation."

Cable&Wireless signed an agreement with Netcall in September 2006 to offer Netcall’s QueueBuster queue management solution to its contact centre customers as a network-hosted service.

About Netcall:
Netcall provides a complete end-to-end solution for customer engagement, incorporating call handling, smart automation, callback, workforce management and data unification. Each solution can operate standalone or fully integrated as part of an integration communications platform. All Netcall solutions enable customers to reduce costs and increase quality of customer engagement. Netcall makes it easier to engage: simply, effectively, always.