The Global Association for Contact Center Best Practices & Networking

Cambridge, United Kingdom - October 5, 2009 - Netcall, the provider callback solutions, has today announced its acquisition of Q-Max, the industry 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 non-forecasted demand and also allows 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 we will also have a simple proposition to deploy QueueBuster."

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.

About Q-Max:
Q-Max Systems Limited was founded in November 1992 specifically to develop and market contact centre Workforce Management software. Today, with over 300 installations Q-Max is widely installed. Q-Max was developed to respond to the need in the European market for a system that closely matches European work practices.