QueueMetrics News


Bruce Kaskey, co-founder of OrecX company, speaks about the future of Asterisk industry

2016-08-11

Bruce Kaskey, co-founder of OrecX company, speaks about the present and future of Asterisk call-centers.

Among the experts who contributed to Loway's blog are some of the most prominent analysts of this generation.
Here they highlight predictions of the people involved in shaping this industry future.

Read the full interview HERE



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New article about call-center analytics is online on OrecX Blog

2016-08-08

In this interesting article, published on OrecX Call-Center blog, Lorenzo Emilitri, Chief Executive Officer and Founder of Loway, wrote about the importance of analytics in Asterisk based call-centers.

Read the full article HERE



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Loway office Holiday break announced

2016-07-29

During the first two weeks of August 2016, our offices will be closed for the summer break. We will not issue new licenses in this period as all administrative personnel is on holiday.

During this time we will issue 30-day demo licenses, for those wishing to renew an existing license or purchase a new license.

Once the administrative department re-opens on August 16, we will process all purchases immediately by providing purchased license keys and related sales invoices. All other activities will not be affected during this period.

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WombatDialer for Asterisk 16.06: Copy Campaigns Panel tutorial

2016-07-11

Find out how to create a campaign, using an existing one as a template, in this WombatDialer 16.06 tutorial.

The new WombatDialer for Asterisk Copy Campaign page prompts you to choose an existing campaign and load its data.
You can then modify some of it, see the call lists connected, remove or add existing lists to it or, eventually, create new ones uploading them from a CSV file.

Read the full tutorial HERE



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Loway announces the release of WombatDialer 16.06

2016-06-27

We are proud to announce that our most famous dialer for Asterisk: WombatDialer, exits its "beta" stage and becomes a mature product with version 16.06.

Release 16.06 offers significant improvements to WombatDialer, centered around the GUI evolution and performance increasement.

Our development team did a significant work on the GUI to improve the quality of the daily interaction and many changes in the Real-time page.
With a new feature, the Adaptive Boosting, WombatDialer improves agent utilization by 30-50% over fixed overdialing rates by monitoring recent traffic and applying a statistical model on it.

Also about 100 bugs and minor issues were fixed.

For detailed information please visit the WombatDialer blog.

WombatDialer 16.06 is immediately available, as an RPM archive, a tar.gz archive or a preconfigured Docker image. The updated User Manual can also be found on the Downloads page. If you currently have a licensed WombatDialer system, you can upgrade it for free.



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Loway Founder interviewed by Digium at Asterisk Live Video Series

2016-06-15

In this episode of Asterisk Live Julie Webb, Director of Marketing at Digium, interviews Lorenzo Emilitri, Chief Executive Officer and Founder of Loway.

Since 2004, Loway has been leading the way in the development of advanced solutions for Asterisk PBX based call-centers, setting up standards for performance measurement and analytics.

Asterisk Live is a weekly show featuring interviews with Asterisk users, community members and opinion leaders.

Loway Founder tells us why the company is focusing on capacity and reliability, and the challenges ahead.
Also he talks about what makes Loway such a successful company, how and why he developed the first and most successful Loway's product, QueueMetrics, as well as his love for statistics and the Asterisk worldwide community.

Watch the full interview with Loway founder HERE



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Loway announces that DVCOM Technology is the official Channel Partner for GCC countries

2016-06-08

Loway today announced that DVCOM Technology is the official Channel Reseller for GCC countries.

DVCOM Technology was incepted in year 2004 having its established operations in Dubai, UAE with branches across GCC and North Africa. The primary business focus of the company is to provide Information and Communication Technology, Open Source IP Telephony, Networking, Access Control, Video Conference, Gateways and appliances based Solutions & Services across all industry verticals in the MENA region.

We welcome DVCOM team of experts in the worldwide family of resellers as a first class partner.

Learn more HERE



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Celebrate with us the AlpTransit opening

2016-06-01

Swiss engineers today meet challenge of AlpTransit tunnel, the gallery that brings people together.
Loway greets the people who built this masterpiece of engineering: the world's longest railway tunnel, delivered on time and budget!

As a call-center solution company we are proud to connect people all over the world and celebrate this day with a gift for Asterisk call-centers professionals.

Use the SWISSTECH code on Loway online-shop and get extra 10% on solutions and services to celebrate the AlpTransit opening: visit the shop.

Read more about AlpTransit HERE

The promotion lasts until July the 1st, 2016.



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Discover the new WombatDialer for Asterisk PBX call-centers

2016-05-24

In this brand new video by Loway you will explore WombatDialer's new features.
Ranging from the enhanced Real Time page to the new Copy Campaigns panel, the 16.06 version implements some major improvements to WombatDialer's functionalities.
You will take a look at how these features work, to better understand how things have changed and to see the Asterisk call-center dialer in action.

Watch the teaser HERE



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How to set Opening Hours in WombatDialer for Asterisk

2016-05-11

The managing of an Asterisk call-center often requires a finer level of control on the opening hours of your outbound campaigns.
Typically public holidays must be taken into consideration, and perhaps you would like your dialer to open and close your campaigns at various times during a work day.
The right tool to use, in order to achieve this level of control is WombatDialer's Opening Hours feature.

Find out how in this new Loway free e-book: www.loway.ch/ebooks



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Dan Jenkins, contact centres guru, speaks about the evolution of the Asterisk call-center world

2016-05-03

Dan Jenkins, founder of Nimble Ape Ltd, is a specialist on building solutions around real-time communication for contact-centres.
Dan is known for working with Node.js and real time communications such as the WebRTC technology.

In this new interview by Loway he speaks about present and future of the modern call-center industry.

Read it now on www.loway.ch/asterisk-callcenter-interviews

This interview series highlights predictions of the people deeply involved in shaping the Asterisk call-center industry future.



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Loway Switzerland Unveils Generous Referral Reward Program

2016-04-25

We are glad to announce our new official Referral Reward Program.
With our new program anyone can refer a customer and get a commission with no revenue commitment or partnership investments required.

Crafted with an emphasis on simplicity and strong value, our Referral Reward program earns you a consistent commission when a referred customer purchases a software license for Asterisk or a training course package from us.
The available softwares are QueueMetrics and WombatDialer, plus all the training courses. This is the simplest way for you to start working with us without joining our full Reseller Program.

To qualify for the reward, you must fill the online form HERE and create an opportunity.
For each opportunity created you will receive a unique code to track it. When the prospect referred purchases the products detailed in the opportunity you receive an email from us with amount and details for the commission.



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New QueueMetrics Suite for Asterisk Training Program Announced

2016-04-01

Loway, leading provider of solutions for call-centers based on the Asterisk PBX, announced a new series of training courses for its worldwide famous QueueMetrics suite.
These courses are an opportunity to enhance knowledge and skills in the various themes covered by a team of expert trainers.
Training includes everything from Administrative and Supervising functionalities to Agents advanced management and much more!

Visit QueueMetrics.com/training for details.



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Loway is pleased to announce the release of QueueMetrics PRO and Call-Center Suite Bundles.

2016-03-08

We are kicking off 2016 with a brand new offer of products and services. If your new year's resolution is to increase the performance and efficiency of your Asterisk call-center, we have the deal for you.

We offer now training courses. With them, you can be sure that your personnel, working with QueueMetrics, have a good understanding of all the main features of the software, so that you can improve the efficiency of your management.
If you need a complete, all-in-one solution for monitoring, reporting and dialling, we provide it with Call-Center Suites bundles at a very attractive pricing.
But most important, we have a new QueueMetrics, the PRO.

What's new in QueueMetrics PRO?

We made it easier to use, cheaper and bigger than ever:

- You save 50% versus a standard one year license
- You get free mail customer support
- You have discounted remote assistance and training courses

And the unique AGAW module for advanced agents management is now included.

You can buy QueueMetrics PRO at the new Loway online-shop



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Elastix queue call-back tutorial with Loway WombatDialer

2016-03-01

Discover how to program an Asterisk queue so that, when people is tired of waiting, they can press a digit, leave their number and be called back at a convenient time. Easy, fast and effective with Loway WombatDialer.

Read the new tutorial here

Try the next generation dialer today, it's FREE



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Charles Miller of S2G speaks about the evolution of the Asterisk call-center industry

2016-02-22

Charles Miller, Chief Technology Officer at S2G, speaks about the present and future of the Asterisk community and effective call-center management practice.

Among the experts who contributed to Loway interview series there are some of the most prominent call-center guru of this generation.
Here Loway highlights predictions of the people most deeply involved in shaping this industry present and future.

Read the full interview HERE



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Loway and Elastix announce WombatDialer certification and addition to the Elastix Market Place

2016-02-17

Loway and PaloSanto Solutions, the Elastix Company, today announced the successful completion of certification testing of WombatDialer using PaloSanto's Elastix, the leading open source telephony platforms in Latin America, and the addition to the Elastix addon Store portfolio.

More Info at elastix.com/news

WombatDialer addon for Elastix offers a broad range of integrated services and features like easy automated installation, high scalability from one to hundreds of outbound lines on multiple servers, a pervasive security model with extensive auditing capabilities, a strong real-time monitoring capabilities and much more.

Read the full press release HERE



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Build your own professional call-center with Yeastar MyPBX and Loway QueueMetrics-Live

2016-02-12

Discover how to build a professional call-center with Yeastar MyPBX and Loway QueueMetrics-Live with the new e-Book by SoftBCom.

The Yeastar-Loway solutions integration provides professionals with a powerful tool for efficient Asterisk call-center management.
QueueMetrics transforms MyPBX in a call management platform while MyPBX offers a complete suite of enterprise-grade telephony features with no licensing fee.

Read the full e-Book HERE



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Loway announces Lorenzo Emilitri as official speaker of Asterisk Expo Africa 2016

2016-02-08

Loway announced that Lorenzo Emilitri, CEO and Founder of the company, will present QueueMetrics-Live, a professional cloud based call-center reporting tool and the WombatDialer during Asterisk Africa 2016.

Read here the full Press Release

Mr. Emilitri's speech will have special topics emphasizing the use of QueueMetrics suite for call-center professional management and reporting.

The "Effective call center monitoring - QueueMetrics Tips & Tricks" presentation will explain a number of different ways to get the most out of your QueueMetrics system, for call-center administrators and system administrators, the "Introducing QueueMetrics Live and WombatDialer", the second presentation in program, will explain the newest additions to the Loway product line in order to make your call-center more effective.

Attendees will find the Loway team at the Clarotech Booth, where they will experience the broad range of call-center solutions that the Swiss company offers.



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Alistair Cunningham speaks about the future of Asterisk callcenter industry.

2016-01-08

Alistair Cunningham speaks about the future of Asterisk callcenter industry in this new interview by Loway.

Alistair Cunningham is the founder of Integrics, the company behind Enswitch.
He worked as a telecoms installation engineer and in December 2004, founded Integrics. The Enswitch product started in 2005, and since then has steadily grown in features and customer base.

This new Loway interview series highlights predictions and analysis of the people most deeply involved in shaping the Asterisk call-center industry future.

Read the full interview at Loway Call-Center Gurus blog.



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Merry Christmas and a happy New Year from all the Loway Team!

2015-12-23

Our offices will be closed for Christmas Holidays but for emergency support staff you can send us an email at support(at)loway.ch we will try to answer your questions as soon as possible, but please note we are working reduced hours over the holidays so it might take a little longer than usual.

Season's Greetings

Loway Staff



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Allison Smith, The Voice of Asterisk, speaks about the evolution of Asterisk call-center industry.

2015-11-30

Allison Smith, internationally-recognized professional voice talent, and one of the top telephone voices working today, speaks about the evolution of Asterisk call-center industry and community.

Among the experts who contributed to our interview series are some of the most prominent call-center professionals and opinion leaders of this generation. Here we highlight predictions and analysis of the people most deeply involved in shaping our industry present and future.

Read the full interview at Loway Call-Center Gurus blog.



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Loway Announces Sponsorship of Asterisk Community Conference & Expo Africa 2016.

2015-11-26

Loway Switzerland today announced its participation at the Asterisk Community Conference Africa 2016 as sponsor.

The 2016 Asterisk Community Conference will be held at The Maslow Hotel in Sandton, Johannesburg, February 16 and 17. It's the first Digium-endorsed conference in Africa, officially sanctioned, and a not-to-be-missed opportunity for local Asterisk users and providers.

"We are very excited to be attending this new important event in the Asterisk worldwide community,"said Lorenzo Emilitri, Loway's CEO. "This is a major opportunity for us to show the brand new QueueMetrics 15.10 and its cloud-hosted counterpart QueueMetrics-Live. This new event will be definitely the point of reference for the big call-center community in Africa."

Read the full press release Loway sponsors Asterisk Africa Expo 2016



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Loway announces a partnership with Yeastar to build effective call-centers on appliances.

2015-11-18

Loway announces a partnership with Yeastar, a company leader in development and manufacturing of IP-PBX, VoIP gateways and next generation solutions for enterprise communication.
QueueMetrics is now perfectly integrated with Yeastar MyPBX. This integration provides professionals worldwide with a powerful cloud-based solution for overall successful and efficient call-center management.

Read the press release QueueMetrics Asterisk monitor and MyPBX integration



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Yeastar Announces a Partnership with Loway

2015-11-16

Yeastar, a leading designer and manufacturer of IP communications products, announced the integration with QueueMetrics call-center monitoring software for Asterisk PBX.

The integration creates a powerful cloud solution for business and office environments, extending Yeastar MyPBX into a call management platform. MyPBX users can now easily run a cloud call-center without the need for complicated software.

Read the full press release HERE



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Greek language released for QueueMetrics

2015-11-03

QueueMetrics Asterisk call-center stats software now speaks Greek!

Thanks to Loway reseller Utelit Greece for the support during the localization process.

Try QueueMetrics NOW , 30 days are free.



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QueueMetrics Version 15.10 is out

2015-10-20

Loway Switzerland announces the immediate availability of QueueMetrics Call-Center Monitoring Suite Version 15.10.
QueueMetrics 15.10 is guided by usability and layout improvements that make the call-center management process easier and richer.
It supports Asterisk 13.6 and introduces the concepts of tags, features and skills, as optional ways to categorize ACD traffic.

This new release includes:

- Support for tracking skill-based routing
- New reports and real-time monitoring options
- Input of feature codes within the Icon agent page
- New configuration and security-key editors
- WombatDialer integration for scheduled recalls on the Agent's page
- Improved WebRTC softphone
- Updated layouts.

Discover what's NEW.

Test it NOW , it's free.



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Click'n go reports from the realtime page in QueueMetrics 15.10

2015-10-09

QueueMetrics 15.10 introduces a new click'n go feature to all realtime reports.
With this feature a user can start an historical report with a single click from the realtime page.
The query for historical reports is set with same parameters generating the source realtime page report.

QueueMetrics Asterisk call-center monitor 15.10 will be more powerful, flexible, and easy to use than ever.

Try it HERE , it's free.



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Custom report and Realtime reports will have a new layout in QueueMetrics 15.10.

2015-10-06

The accessibility of filters of the Custom report page is increased and the bottom line allows to save custom queries for later usage.
The realtime page presents a new left side menu bar. It contains the relevant analysis filters and can be hidden when not needed.

QueueMetrics Asterisk call-center monitor 15.10 will be more powerful, flexible, and easy to use than ever.

Try it HERE today.



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QueueMetrics is Live!

2015-09-29

The best call-center suite for Asterisk PBX is now cloud-based.

Maximize your productivity and raise the overall business agility. Experience the speed and simplicity of setting up a fully functional Asterisk contact-center monitor, tailored for your needs.
Watch the basic set up tutorial.

The first month is free!

Try it HERE today.



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QueueMetrics 15.10 will be released soon with improved softphone browser compatibility.

2015-09-24

The embedded QueueMetrics Icon softphone in 15.10 is compatible with the latest Firefox releases, as well as Chrome.

As found in the compatibility matrix (see HERE) Firefox users can receive calls directly from the WebRTC softphone embedded in QueueMetrics Icon.

The new QueueMetrics 15.10 will be more powerful, flexible, and easy to use than ever.
Test free Loway solutions Try



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QueueMetrics 15.10 is coming soon, with native WombatDialer integration.

2015-09-18

Now you can assign an outbound campaign to a queue with the new WombatDialer setting panel, operated from the queue configuration page.You can set several campaigns to each queue and define a maximum recall period; agents will see them in the recall scheduler window of the Icon page. They can reach the recall scheduler panel by clicking on the new icon in their call list.

From the Recall Scheduler panel you can schedule a call. Scheduled calls will be queued to WombatDialer and will be run at the time specified.

Believe us! QueueMetrics 15.10 will be more powerful, flexible, and easy to use than ever.
Run a free test of our Asterisk call-center solutions: http://loway.ch/solutions.jsp



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Attending the 2015 AstriCon? Discover the benefits of Loway's Asterisk call-center solutions.

2015-09-16

Meet the Loway Team at booth 18, Loews Royal Pacific Resort, Orlando (Florida) the 13-15 of October.

You will experience our new Asterisk call-center monitoring lineup with on premises and cloud solutions, outbound campaigns management tools and much more. Visit the booth and receive exclusive promotions and unique discounts coupons.

Check http://queuemetrics.com/astricon.jsp for info.

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QueueMetrics Version 15.10 is coming out!

2015-09-11

Our famous callcenter suite for Asterisk will be released soon with new configuration and security keys editors. They will help administrators to enable/disable globally or per-user QueueMetrics features.

QueueMetrics 15.10 is going to be more powerful, flexible, and easy to use than ever.Attending AstriCon 2015? Meet us at booth 18.

Discover and test our solutions, it's Free http://loway.ch/solutions.jsp for info.

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Attending the 2015 ElastixWorld? Join us at booth 24!

2015-09-07

Our team will be at the sixth edition of ElastixWorld, in Bogota, October 7th and 9th.

Check http://www.elastix.com/loway-estara-presente-en-elastixworld/ for info.

QueueMetrics call-center suite will be the official reporting tool of the famous Elastix Call Center PRO, the powerful and flexible solution for call-center management by Elastix. You will also experience QueueMetrics-Live, the cloud version of the famous QueueMetrics ‪call-center‬ monitor for ‪Asterisk‬.

Visit booth 24 and discover how to improve your ‪Elastix‬ call-center business!

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Loway office Holiday break announced

2015-07-30

During the first two weeks of August 2015, our offices will be closed for the summer break. We will not issue new licenses in this period as all administrative personnel is on holiday.

During this time we will issue 30-day demo licenses, for those wishing to renew an existing license or purchase a new license.

Once the administrative department re-opens on August 17, we will process all purchases immediately by providing purchased license keys and related sales invoices. All other activities will not be affected during this period.

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Erwin fala Português: WombatDialer in Portuguese

2015-07-16

WombatDialer, our next generation dialer for Asterisk call-centers, is available in Portuguese language.
Thanks to the Asteriks Tecnologia's team for making this possible.

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Asterisk Call-center Guru Interview

2015-07-14

Alexandre Keller, CEO of Asteriks Tecnologia, speaks about the future of Asterisk call-center industry.

Here we highlight predictions of the professionals involved in shaping present and future of contact-center industry.
Read the full interview here http://loway.ch/asterisk-callcenter-interviews.jsp?uid=interview-20150707-alexandre_keller

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A new WombatDialer tutorial in Spanish is out

2015-07-01

Discover how to install, configure and generate the first outbound campaign with your WombatDialer now in Spanish language.

Find here the video-tutorial: https://youtu.be/g4hkCmKu5BQ

Try free the Asterisk PBX dialer http://wombatdialer.com/requestDemoKey.jsp.

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Call-center guru speaks

2015-06-25

Alexandre Keller, CEO of Asteriks Tecnologia, speaks about the future of Asterisk call-center industry.

Among the experts who contributed to our blog project are some of the most prominent callcenter analysts of this generation.
Here we highlight predictions of the professionals involved in shaping present and future of contact-center industry.

Read the full interview.

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Power dialing at its best with WombatDialer

2015-06-25

Your WombatDialer is a powerful tool, able to scale up significantly in order to manage thousands of calls at once.
Discover how to do high-volume dialing running thousands of parallel calls with WombatDialer 0.9.

http://bit.ly/1L5Uq7q

Try the new WombatDialer now! It's free.

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Loway at pascom's ItmeetsBBQ 2015

2015-06-10

Today we present our lineup at pascom Netzwerktechnik ItmeetsBBQ 2015 - follow the Live Webcast at 1pm (CET): live.pascom.net

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Loway Announces a New Spanish-Language Webinar Series

2015-06-05

Boost your QueueMetrics knowledge in Spanish.

If you missed the previous one and wanna learn more about the world's most popular Monitoring Asterisk Suite, book your attendance today

First Spanish Webinar June 10 at 11:00 a.m. (ART Time).

See you there!

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Office closed on June 4th

2015-06-03

Loway offices will be closed the 4th of June 2015 and will re-open on Friday, June 5th.

Emergency support will be available through our support portal.

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Partner with the Asterisk Call-Center measurement and analytics leader

2015-05-27

Loway has successful partner relationships with the best call-center solutions vendors and integrators worldwide.
Whether you're value added reseller, integrator or just work with companies that have Asterisk based contact-centers, we can enable you to improve your business, your portfolio and find the right solution for your clients.

Discover how to become our official partner: http://www.slideshare.net/QueueMetrics/loway-partner-program-2015

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Office closed on May 14th

2015-05-13

Loway offices will be closed the 14th of May 2015 and will re-open on Friday, May 15.

Emergency support will be available through our support portal.

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QueueMetrics speaks Spanish this Wednesday

2015-05-05

Este miercoles 06 Mayo 2015 no te pierdas el Webinar.
Para conocer más sobre el producto leader en la generación de Informes sobre la actividad de Call Center basados en Asterisk (Asterisk puro, Elastix, FreePBX).
Se mostrará como Instalar y Configurar el sistema en pocos pasos e iniciar a utilizar esta potente herramienta.

Reserva tu lugar.

Te esperamos.
The Loway Team

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Asterisk call-center Andrés Herreiz guru speaks

2015-04-30

Andrés Herreiz, founder of Quarea, specialized company in VoIP solutions for the Spanish market, speaks about the future of contact-centers and the importance of analysis softwares like QueueMetrics in the business management process.
Among the call-center professionals who contributed to our blog are some of the most important analysts of this generation. Here they highlight predictions of the experts involved in shaping the future of Asterisk contact-center industry.

Read the full interview.

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First of May 2015 holiday

2015-04-30

Loway offices will be closed the First of May 2015 and will re-open on Monday, May 4.
The Loway staff would like to wish you all the warmest and enjoyable holiday.

Emergency support will be available through our support portal.

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Cómo instalar QueueMetrics call-center Monitor

2015-04-21

Watch the new QueueMetrics installation and configuration video tutorial in Spanish.

https://youtu.be/uA7vYufYXIc

Discover how to set up the QueueMetrics call-center suite in less than 10 minutes.
Also learn how to get the 30-day free trial key in order to test the software without charge and with all active functions enabled.
The tutorial works with Asterisk, Elastix, FreePBX and other distributions.

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Loway on air on Digium's Asterisk Live

2015-04-16

Lorenzo Emilitri, our Founder and CEO, talks in detail about QueueMetrics and WombatDialer contact-center solutions and explains their role in the vast Asterisk community.

http://blogs.digium.com/2015/04/07/asterisk-live-loway-ceo-discusses-call-center-solutions

Loway has been leading the way, since 2004, in the development of advanced software solutions for the Asterisk PBX, setting up call center solutions to help measure performance.
Loway's product family, QueueMetrics and WombatDialer are deployed in call centers throughout the world.

This year You can visit us at AstriCon, October 13 - 15th in Orlando, Florida. We will be exhibiting in booth 18.

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Loway Easter holidays office closure

2015-04-02

Loway offices will be closed from Saturday, April 4, 2015 and will re-open on Tuesday, April 7.
The Loway staff would like to wish you all the warmest and enjoyable Easter holiday.
Emergency support will be available through our support portal.

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Loway Switzerland announces that Tensegrity Services is now an official Reseller

2015-03-26

Tensegrity is specialized in open source solutions, they have extensive experience and trained staff, with over 8 years of experience behind in the Asterisk world. They have developed projects for multiple callcenter business areas, under the highest standards of quality and using agile processes.

For detailed information about Tensegrity Services, visit http://queuemetrics.com/resellers.jsp?resid=tensegrity or the corporate website www.tenser.mx.

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Introduciendo la nueva suite de Queuemetrics, versión 15

2015-03-23

The new Elastix webinar introducing the Asterisk QueueMetrics Call-Center suite version 15 is available in video format, Spanish language.

Watch it now: https://vimeo.com/122547925

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Asterisk call-center guru Mathias Pasquay of Pascom speaks

2015-03-09

Mathias Pasquay, CEO of Pascom Netzwerktechnik, speaks about the future of contact-center industry and the role of analysis softwares like QueueMetrics in the professional management of call-centers.
Among the call-center experts who contributed to the Loway interviews' blog are some of the most important analysts of this generation. Here we highlight predictions of the people involved in shaping the future of Asterisk contact-center industry.

Read the full interview here.

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QueueMetrics Call-Center Monitoring Suite Version 15.02

2015-02-25

We are pleased to announce the release of QueueMetrics Asterisk call-center suite version 15.02

QueueMetrics 15.02 is a release centered around usability and changes that make the whole call-center monitoring and management experience richer. This new version fully supports Asterisk 13.1, as well as all the older Asterisk versions.

Discover it now: http://manuals.loway.ch/QM_WhatsNew-chunked/ch11.html

The major improvements implemented are:
  • The new HTML5 audio player
  • Lost Calls natively in Icon
  • WebRTC Softphone Caller-ID
  • Direct Agent Log-in procedure
  • User Definable Inner Webpage panel
  • Full UTF-8 support
  • New "Agent per hour" report
Also, as for previous updates we fixed major and minor bugs in order to improve the suite efficiency and smoothen the interaction.
We are confident you'll appreciate all of these and looking forward to receive your comments and suggestions.

Enjoy QueueMetrics 15.02 experience!

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Get Smart IT Solutions is now an official Loway Reseller

2015-02-04

Get Smart IT Solutions develops solutions and services easy to use and work with. Since 1998 they support callcenter professionals in key areas like security, communication and high availability. The company provides Asterisk based call center systems (like IP-PBX solution).

For detailed information about Get Smart IT Solutions services, visit the corporate website.

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Asterisk call-center guru speaks

2015-02-02

Tony Russell, Group Technical Director at Clarotech Consulting, speaks about the future of contact-center industry and the role of analysis softwares like QueueMetrics in the business management.
Among the call-center experts who contributed to our blog are some of the most important analysts of this generation. Here we highlight predictions of the people involved in shaping the future of contact-center industry.

Read the full interview.

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QueueMetrics: Your Way to Asterisk Call-Center management

2015-01-29

A monitoring and reporting system is the most important component of any call-center.
The fine adjustment and balancing of all internal mechanisms and communication that form the complex ecosystem of an Asterisk call-center relies on the accuracy of numerous measurements and the value of analytical reports.
Discover in this new eBook how QueueMetrics can help your call-center business.

Read it now free

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Renewed softphone in our Icon Agent Page

2015-01-27

We restyled the QueueMetrics Asterisk call-center embedded softphone.
The new version shows the caller id for all incoming calls.

Coming soon in QueueMetrics release February 2015.

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Digium Asterisk call-center guru speaks

2015-01-14

Pete Engler, Asterisk Marketing Manager at Digium, speaks about the future of contact-center industry and the role of analysis softwares.
Among the call-center experts who contributed to our blog are some of the most important analysts of this generation. Here we highlight predictions of the people deeply involved in shaping the present and the future of contact-centre industry.

Read the full interview here.

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Merry Christmas and a happy New Year from all the Loway Team!

2014-12-19

Thanks to customers like you, 2014 was a very successful year for us.
We were able to exceed our goals and expand our services to the Asterisk call-center users worldwide community.

Our offices will be closed from Dec 24, 2014 to Jan 6, 2015. During this time e-mail support for our clients remains in any case active. All other activities might be delayed.
We wish you a prosperous and wonderful 2015 filled with joyful learning, abundant business opportunity, and pleasure in all you do.
See you next year!

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Loway Switzerland announces the commercial partnership with Aloglobal

2014-12-18

Aloglobal is an American company with headquarters in Miami. The company sales and supports presence in 15 cities of Colombia from where it serves the corporate market in Latin America. Aloglobal team has 12 years experience providing telecommunication solutions and integration of intelligent technologies, leading technology delivered with high flexibility and unbeatable cost / benefit ratio. Aloglobal has an extensive portfolio that covers all Telecommunications demands(Long Distance, Asterisk IPPBX, HD Video Conferencing, Audio Conferencing, International Access, International Cellular), Cyber Security and Smart Technology-in site or in the cloud.

For more detailed information about Aloglobal services, visit http://queuemetrics.com/resellers.jsp?resid=aloglobal_us or the corporate website aloglobal.com

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Loway Switzerland is glad to announce a commercial reseller partnership with Cyber-Cottage UK

2014-12-01

Cyber-Cottage has been working with VoIP PBX systems since 1999, and VoIP networks from the Mid 1990s. Everything from small offices of 15 extensions to large multi-site networks and call centres with bespoke platforms. Their primary deployments are based on the Elastix or FreePBX solutions. Cyber-Cottage provides installation and support to both end users and dealers in the Asterisk based call-center business.

Solutions included:
  • High capacity conference servers.
  • High availability redundant servers for emergency services dispatch.
  • Click2Call solutions.
  • Call Centres.

Visit this page for info.

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Loway Switzerland announces that DVCOM Technology is now an official Reseller Partner

2014-11-25

DVCOM Technology is an established Open Source IP Telephony, Video Conferencing and Networking solutions company and Value added Distributors for Various Brands in IP Phones, IP PBX, Telepresence, VPN Routers, IP Intercoms, Audio Paging, IP/Mac Management & Network Security in MENA region and the authorized training partner for #Asterisk training certifications in the MENA region.

With a 360 degree solutions and product portfolio, DVCOM has become a prominent name to compete with proprietary IP based communications products. DVCOM provides a complete range of professional products and services and assists organizations with the assessment, design, and implementation of professional IP Communications solutions including Unified Communications (UC) and Converged Communications (CC) for ensuring high availability, reliability, performance, scalability, and manageability within their intranet environments.

Click here for info.

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We are glad to announce a new commercial partnership with TheCodec Systems Limited

2014-11-17

TheCodec Systems Limited is an ICT company with focus on developing sustainable technology projects that directly impacts the lives of people. Their mission is to support clients in realizing the competitive and productive advantages of Information and Communications Technology, and to do so in a cost-effective manner.
TheCodec Systems Limited provides industry standard and enterprise IPPBX and Asterisk contact centre solutions to ease communication. Their consultants have several years of experience in customer service, managing staff and projects at leading organisations in Nigeria and are certified in project management.

Click here for info.

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We are pleased to announce a new strategic partnership with Avira Technologies

2014-11-11

Avira Technologies is high reputable Hardware, Software, Asterisk solutions & Service Provider.
Providing the services in the area of Unified Communications, IP based Contact center, IP Telephony, Marketing, HR Management, Trainings, Consultancy, Web Development, Deployment and Support, Graphics Designing.
Through product and service excellence combined with outstanding value they have established ourselves as a primary IT solutions provider in all sectors of the Pakistan market.

Visit http://queuemetrics.com/resellers.jsp?resid=avira_tech for info.

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QueueMetrics call-center suite version 14.10

2014-10-24

We are pleased to announce that QueueMetrics version 14.10 is now available for download.
Release 14.10 offers significant improvements to the QueueMetrics call-center suite package.

QueueMetrics version 14.10 is focused around three main themes:
  • Improving the usability by implementing a series of suggestions for changes that came as feedback on the Icon page, plus a number of changes that make the experience generally smoother.
  • Improving the deployability by leveraging and extending the new JSON API, having a command-line updater tool and by having a new, HTTP-only data loader that does not require a direct connection to the QueueMetrics database. This makes deploying large numbers of cloud QueueMetrics instances easier. Plus, a number of configuration defaults were updated and the sample database includes a better sample QA form.
  • Fixing a number of bugs and issues that would annoy users. The most important is that call attempts are now filtered correctly and that listening to audio files with "weird" characters in them should "just work".
QueueMetrics 14.10 fully supports the upcoming Asterisk 13, that will be the core Asterisk LTS release coming in the next months, as well as all other Asterisk versions.

Discover all the changes in the section "What's new QueueMetrics 14.10" of our website and let us know your thoughts and suggestions for future improvements: http://manuals.loway.ch/QM_WhatsNew-chunked/ch10.html

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Attending the 2014 AstriCon? Join us at booth 20!

2014-10-08

This year we present QueueMetrics Icon, the new WebRTC enabled Agent Page, and our contact center solutions portfolio at the annual Asterisk Conference: the AstriCon 2014, held October 22-24 at the Red Rock Resort in Las Vegas, Nevada.
AstriCon is the longest-running event devoted to all things Asterisk and dedicated to the call-centers professionals community.
You will meet our team at Booth 20, experiencing the renewed QueueMetrics call-center suite running on a live system and discovering our famous WombatDialer. Our engineers will guide you through all the new and old features of our brand new call-center software lineup.

"WebRTC is going to be a game-changer for the Asterisk call-centre industry" says Lorenzo Emilitri, CEO and Founder of Loway, "The new QueueMetrics and WombatDialer offer a wide array of ways to make your call-center more effective and productive for inbound and outbound."

Join us at our booth to discover how our solutions can help you to improve your call-center business!

Visit http://queuemetrics.com/astricon.jsp for details.

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Elastix call-center guru speaks.

2014-09-24

Paul Estrella, Chairman of ElastixWorld and CEO of Protodigits, speaks about Elastix and the future of Asterisk call-center industry.

Among the experts who contributed to our blog project are some of the most prominent call-center analysts of this generation. Here we highlight predictions of the people most deeply involved in shaping our industry present and future.

Read the full interview now

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Watch the new QueueMetrics and Elastix integration video Webinar

2014-09-23

The new QueueMetrics - Elastix video webinar is available online.
Discover how to integrate the QueueMetrics suite with the Elastix call-center by PaloSanto Solutions.

In this free video webinar, you learn how to set up QueueMetrics, the Icon WebRTC agent page, and merge it with Elastix.
You will also learn how to:
  • Set up QueueMetrics and Icon running on Elastix 2.4
  • Integrate the CRM and #Softphone
  • Effectively set up and use the Icon agent page

Watch it on https://vimeo.com/106429897

Comments are welcome!

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The Elastix-Icon integration guide is out.

2014-08-20

Discover how to integrate Icon, the brand new QueueMetrics agent page with Elastix, the open source communications server software by Palosanto Solutions, with this step-by-step guide.

The QueueMetrics Icon agent page is designed in order to provide call center professionals with thebest usability combined with innovative design. Using Icon, agents can operate all the call-centerfunctions with only one control icon.

The integration with Elastix provides you with the ultimate tool to manage your call center data,daily agents workflow and overall call center business.

For the Loway free guides and eBooks visit http://loway.ch/ebooks.jsp
For more information about Elastix please visit http://www.elastix.org
For a detailed introduction to the Icon Agent Page please visit http://queuemetrics.com/icon_agent_page.jsp

We look forward to receive your feedbacks and suggestions about this new ebook.
Thank you for the support.

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Loway Switzerland is pleased to announce a new strategic partnership with GDC Telecom Romania.

2014-08-19

GDC Telecom provides a comprehensive and customized range of turnkey products and connectivity solutions, addressing the needs of various categories of customers: SOHO, Enterprise, System Integrators, Solution Providers or Carriers.

The company offers a wide range of complex products and solutions to enable migration from traditional telephony, as well as new set-up for Call Center, Call Taping (Call Recording), IP PBX - features including IVR, voice mail, billing, and call conference.

The ten years of proven expertise demonstrates steady guidance towards the customers and the quality of services delivered. GDC Telecom is without any doubt a strategic partner for each company that requires voice integrated services.

Visit http://queuemetrics.com/resellers.jsp?resid=gdc_telecom for more.

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Load test of IP PBX Asterisk with WombatDialer

2014-07-30

WombatDialer, the scalable, multi-server telecasting platform by Loway Switzerland, has been successfully used to power an IP PBX massive load test.
SoftBCom, Russian IT-services and consulting company, recently performs a direct load test of IP PBX Asterisk on Intel Xeon E5506 Quad-Core CPU. The test was possible thanks to the use of Loway power dialer WombatDialer.

Discover all the details and results of the test reading the full report presentation here: http://www.slideshare.net/vdudchenko/load-test-of-ip-pbx-asterisk

For more about WombatDialer visit: http://wombatdialer.com/requestDemoKey.jsp
For more about SoftBcCom visit: http://softbcom.ru
For free download of the eBook visit: http://loway.ch/ebooks.jsp

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Loway Switzerland Joins AstriCon 2014 Las Vegas as Sponsor

2014-07-23

Loway Switzerland, announced today that it has signed on to become a Sponsor of AstriCon 2014, held October 22-24, 2014, at the Red Rock Resort in Las Vegas, Nevada. AstriCon is the longest-running event devoted to all things Asterisk, one of the most influential open source telecommunications projects today.

"We are very excited to be attending the most important event in the Asterisk worldwide community." Says Lorenzo Emilitri, CEO and Founder of Loway. "This is a major opportunity for us to show the new QueueMetrics Icon agent page with WebRTC functionality and to seek new partners for our worldwide reseller network. AstriCon is definitely where all the movers and shakers in the Asterisk world meet."

You will find the Loway team at Booth 20, where you will experience the renewed QueueMetrics call-center suite running on a live system and discover their renowned power dialer WombatDialer.
This year, Loway presents QueueMetrics Icon, the brand new agent page for QueueMetrics, designed in order to provide users with the best usability combined with an innovative and minimalistic design that focuses all interactions with only one icon on a completely clean panel layout, and includes a WebRTC integrated soft-phone.

Loway engineers will guide you through all the new and old features of the call-center software lineup.

For more about Loway visit: http://loway.ch
For more about QueueMetrics visit: http://queuemetrics.com
For more about WombatDialer visit: http://wombatdialer.com
For more about QueueMetrics Icon visit: http://queuemetrics.com/icon_agent_page.jsp

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The QueueMetrics Icon and FreePBX integration guide is online

2014-07-10

Discover how to integrate Icon, the new QueueMetrics agent page (WebRTC enabled), with FreePBX platforms.
All the details in this new Loway step by step online guide.

Read the guide online here.

Your comments and suggestions are welcome and will assist us in continuously improving our releases.

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We welcome a new Official Reseller: Select *

2014-06-30

Loway is glad to announce the commercial partnership with Select *.
Select * is a VoIP solution provider specialized in efficient technologies based on Asterisk Telephony Platform integration. Select * provides a large range of IT services such as PBX solutions, Call Center, VoIP integration, Asterisk Telephony Platform based solutions support and a large range of services.
Select * has the knowledge, relationship and expertise to successfully implement large-scale enterprise solutions. Using the maximum advantage of OpenSource software in order to achieve powerful cost-effective solutions in your projects.

Click here for more on Select *.

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Loway office Holiday break announced

2014-06-24

During the first two weeks of July 2014, our offices will be closed for the summer break. We will not issue new licenses in this period as all administrative personnel is on holiday.

During this time we will issue 30-day demo licenses, for those wishing to renew an existing license or purchase a new license.

Once the administrative department re-opens on July 14, we will process all purchases immediately by providing purchased license keys and related sales invoices. All other activities will not be affected during this period.

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QueueMetrics Release 14.06

2014-06-18

We are pleased to announce the QueueMetrics Asterisk contact center suite Release 14.06. Release 14.06 offers significant improvements to the QueueMetrics package. They are centered around QueueMetrics Icon, the new innovative Agent Page.

The major changes implemented are:
  • A complete QueueMetrics call-center suite layout restyle.
  • The new Icon Agent Page.
  • The integrated WebRTC Softphone.
  • The new JSON APIs for configuration and reporting.
  • A new, easier to use IVR tracking mode.

With 14.06 we completely restyled QueueMetrics to match your demand for a fresher interface. The layout is now very clean and modern so that users can easily find what they need. The new look-and-feel greatly improves usability, facilitates learning and makes using QueueMetrics daily a more pleasant experience for you and your customers. In this perspective QueueMetrics has now a new Agent Page named "Icon", developed to provide users with the best usability combined with an innovative and minimalistic design that focuses all interactions with only one icon on a completely clean panel layout. Also it benefits from a new JSON API that wraps and extends the old XML-RPC API. This is now the primary access API for QueueMetrics.

Check the What's New page for details about the new features and bug fixes.

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Asterisk Live: WebRTC and the Icon agent page

2014-06-17

Asterisk Live: Marco Signorini, Loway Engineering Lead, speaks about the Icon agent page and the new WebRTC integrated softphone.

In the new episode of Digium's Asterisk Live, Marco Signorini, Engineering Lead for Loway, describes some of the technical challenges that arise when engineering Asterisk solutions.
The new QueueMetrics Agent Page makes use of WebRTC to provide the communications channel directly into the Agents browser application.

Enjoy the full interview at http://blogs.digium.com/2014/06/16/asterisk-live-marco-signorini/

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Introducing Icon - the new QueueMetrics Agent Page

2014-05-30

We are glad to show you a preview trailer of QueueMetrics Icon - the all-new QueueMetrics Agent Page.

We designed Icon in order to provide call center professionals with the best usability combined with innovative design. Using Icon, agents can operate all the call-center functions with only one control icon.

We added several new features to the page: embedded controls with draggable and resizable panels, ensuring that only the options in use are shown on the page so that it remains uncluttered and efficent. Plus, following the generalized trend towards WebRTC adoption, we also integrated an innovative embedded soft-phone that allows you deploy agent workstations with only a modern browser.

Icon will be available in the June 2014 QueueMetrics release and will be included in the package, without any additional licensing.

Intrigued? Want to know more? see the QueueMetrics Icon preview page for more details and a video presentation.

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The Asterisk Customer Satisfaction Report 2014 is now translated in French

2014-04-22

The Loway Asterisk call-center Customer Satisfaction Survey 2014 is now released in French.
Read and download it here.
Translation and professional support by TelNowEdge.

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Rave reviews for Asterisk in the Contact Center Survey

2014-04-15

The Digium's Marketing Manager: Mr Billy Chia reviewed Loway's 2014 "Asterisk Customer Satisfaction report" in an excellent Nojitter blog's article.

Read the full blogpost here.

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The Loway's Asterisk call-center Customer Satisfaction Survey 2014 is now released in Russian.

2014-04-14

Read and download it here.

Translation and support by SoftBCom.

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Asterisk in the Call Center: the New Report

2014-04-10

How good is Asterisk as a contact center?
Read the new Digium's blog interview with the founder of Loway Switzerland.

The full interview here: http://blogs.digium.com/2014/04/08/asterisk-call-center

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QueueMetrics and OrecX Customer Success Story

2014-04-07

InterMedi@ Marketing Solutions sought the help of OrecX (call recording) and Loway's QueueMetrics (call center performance monitoring) for an integrated Asterisk based call-center solution to boost its call recording and agent performance monitoring capabilities.

Find here the customer success story.

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The Asterisk Call-Center Satisfaction Survey 2014 is out!

2014-03-26

We are glad to announce the release of our first call-centre customer satisfaction survey as a free eBook.

According to our corporate philosophy that binds accurate data measurement to relevant business improvements, we sent to the customers a survey about the usage of Asterisk and QueueMetrics for their daily needs in call-centers management, analysis and statistics.

This was done to assess the perceived needs of existing customers so that we could prioritize future improvements. This is the first professional case study of its kind reported in the contact-center industry for installations based on Asterisk technologies.
Data collection for the survey was done in the period of October and November 2013 and treated as an anonymous online form. We did not collect personal information on respondents and didn't offer any prize or giveaway in order to avoid biasing the sample in our favour.

Free download here.

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QueueMetrics 14.03 now available.

2014-03-14

We are happy to announce the release of QueueMetrics version 14.03!

Release 14.03 is a bug-fix and performance-improvement release built on top of QueueMetrics 13.12. You will surely notice that QueueMetrics is now faster when running actions on the server. This happens for example, when you log on agents to a set of queues. We also included many fixes that correct technical annoyances and make your experience smoother.

 

A broad overview of the newly released features can be found here: What's new in QueueMetrics - release 14.03

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xCALLY-Shuttle adds the #QueueMetrics integration for advanced #callcenter reporting.

2014-03-05

Discover how xCALLY and QueueMetrics provide now easy integration for the #Asterisk #contactcenter community.
The xCALLY integration tool provides a straightforward configuration for an easy setup.
You just need the QueueMetrics parameters (the data base DSN and admin ID) and the integration will be easy performed.

Check all the details in the ebook: http://loway.ch/ebooks.jsp download for free.

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We welcome a new Official Partner Reseller: Pascom GmbH

2014-02-17

Pascom Netzwerktechnik GmbH, founded in 1997, has grown into one of the leading specialist VoIP PBX distributors within the business communication sector. Core to their success has been the development and distribution of their Moby Dick VoIP telecommunications software along with the development of strong relationships with leading manufactures such as snom and beroNet.
MobyDick is a powerful Asterisk based VoIP solution that is as powerful as it is flexible, bringing with it a whole host of features that one would expect from the complete VoIP PBX solution, ranging from high availability clusters ensuring complete system failover to Mobility Clients and presence management toolkits.

Pascom quoted: "We decided on Queuemetrics Call Monitoring software because of its reputation plus the ease with which the program can be integrated into our MobyDick solutions".

Visit pascom.net

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Ansit-com Joined our Partners' Team

2014-02-10

Loway is glad to announce the commercial partnership with Ansit-com.
Ansit-com is a full service provider and manufacturer of Asterisk based PBX systems located in Germany. The company provides flexible, affordable and highly performant phone systems, cloud and callcenter solutions for small and mid-sized companies. Ansit-com has an interdisciplinary team composed of IT and Asterisk specialists, which makes them possible to meet the requirement of a global VoIP market.

For more information visit ansit-com.de

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eTechnus is Now an Official Loway Reseller

2014-02-04

Loway is pleased to announce that eTechnus joined the official reseller team.

eTechnus is an Elastix certified reseller and integrator based in the Greater New York Area, that provides customers with enterprise level telephone systems at affordable prices.
eTechnus callcenter division is responsible for operation and management tools for contact center, which includes virtual pabx, fax server, online chat, video conferencing, webconferencing and tele conference.

Visit them at www.etechnus.com

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Micropyme Joined our Resellers' Team

2014-01-30

Loway is very pleased to announce the partnership with Micropyme, now an official Loway Reseller Partner.

Micropyme is a premier Spanish IT company based in Madrid.
It is an IBM Advanced Business Partner, and it has with more than 15 years of experience working with Linux Solutions in the SMB Market in Spain.

www.micropyme.com

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New QueueMetrics website

2014-01-15

Loway releases the new QueueMetrics website.

The brand new QueueMetrics website is online at http://queuemetrics.com/.

Since 2004, we develop complete, reliable, customizable contact center software solutions for the Asterisk PBX.
With QueueMetrics we set up modern standards in performance measurement, statistics and reporting for call centers based on the Asterisk PBX technology.

We designed the new site with four goals:
  • Make contents more accessible
  • Improve findability
  • Improve the general pleasantness of visiting our websites
  • Add new material to make our website a "one-stop-shop" for all your support needs
Discover all the new features and let us know your thoughts for future improvements - we really value your feedback.

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QueueMetrics 13.12 released

2013-12-16

We are happy to announce the release of QueueMetrics version 13.12!

Release 13.12 addresses usability and bug fixes in a number of areas.
The main new features included are:
  • Externally-generated report pages
  • Improved QA
  • Easier integration to external CRMs
  • Ready for Asterisk 12
  • A long set of small improvements on all pages
In total, over 70 issues were fixed/added in this release.

 

The full release notes - with all the fixed bugs and new features - can be found here: Release notes for QueueMetrics 13.12

A broader overview of the newly released features can be found here: What's new in QueueMetrics - release 13.12

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QueueWiz - a free call-center simulator

2013-10-02

We developed and released online a new free call center application: we called it "QueueWiz Call Center Simulator".

You can easily and accurately simulate your call center costs, stats and performance.

Try it free at http://queuewiz.queuemetrics.com and let us know your thoughts about it for future improvements and adds on.

QueueWiz can estimate:
  • Interactive Traffic Intensity Simulation
  • Agents Engagement Time Measurement
  • Wait Times, Call Lengths, Queue sizes and many more details
  • Revenue per Call and per Agent
  • Hourly costs, gross and margin
Connect to us with Facebook - Twitter - Linkedin for future news and updates about Loway releases.

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Introducing Per-Incident support

2013-08-08

Starting from September 2013, we are adding a new support option for QueueMetrics: Per-Incident Support.

With Per-Incident Support, you can have a trained technician connect remotely to your system in order to diagnose and fix QueueMetrics problems. You pay a flat fee and have the guarantee that support will be initiated within one working day. A complete description is available on the Remote Access / Per-Incident Support page.

This offering complements the existing E-mail Support (included for all registered QueueMetrics customers) and Priority Support, that do not include remote support.

Per-Incident Support can be purchased with QueueMetrics or separately from The Loway Shop.

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Summer break 2013

2013-06-26

During the first two weeks of July 2013, our offices will be closed for the summer break. We will not issue new licenses in this period as all administrative personnel is on holiday.
During this time we will issue 30-day demo licences, for those wishing to renew an existing licence or purchase a new licence. Once the administrative department re-opens on the 15th of July, we will process all purchases immediately by providing purchased licence keys and related sales invoices. All other activities will not be affected during this period.

Support services will remain active, though ticket resolution might be slightly delayed.

We apologize for any inconvenience.

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Preview dialing in QM

2013-06-11

There is a tutorial available on Manual preview dialing using QueueMetrics that features WombatDialer and its new reverse dialing capabilities. This means that your agents can work on shared lists of numbers, preview them in a CRM-style application, and dial them as needed. All from the Agent's page of your QueueMetrics instance and having outbound calls automatically tracked to QueueMetrics.

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QueueMetrics 13.04 released

2013-03-25

We are happy to announce the release of QueueMetrics version 13.04!

The main new features included are:
  • Manual and automated reports as PDF/XLS documents (and you can have them sent by e-mail!)
  • Non-scoring questions and other changes related to QA
  • Fully-automated screen pops on the Agent's page: Active Polling
  • Analyzing IVR tree traversal
  • Detailed tracking of call events
  • QueueMetrics in the cloud: using different QM instances on the same PBX


The full release notes - with all the fixed bugs and new features - can be found here: Release notes for QueueMetrics 13.04

A broader overview of the newly released features can be found here: What's new in QueueMetrics - release 13.04

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Christmas Break

2012-12-18

Our Administrative Department will be closed between the 24th of December, 2012 and the 2nd of January, 2013. During this time we will issue 30-day demo licences, for those wishing to renew an existing licence or purchase a new licence. Once the Department re-opens, we will process all purchases immediately by providing purchased licence keys and related sales invoices.

During this period we will be providing only email support but will be constantly monitoring our helpdesk for any urgent matters.

We wish to apologize for any inconvenience this may cause.

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Takealot breaks daily calls record with help from QueueMetrics

2012-12-17

TAKEALOT.com, a South African retailer known for its standard-setting customer service, has again improved on its response times - without spending a cent on growing its agent pool.

The company credits Connection Telecom's call centre analytics solution, which allowed them to make subtle resourcing shifts within their pool of agents.

No live data on their calls

Barbara Nash, customer service executive at the brand that gave its customers same-day delivery on orders before 1pm, says TAKEALOT has always managed its call centre with efficiency in mind.

"Historic data showed we were averaging 98% of calls answered. It might have been possible to still improve on that, but in truth we were running blind. There was no live data telling us how many calls were dropped or holding at any given point", she says.

QueueMetrics to the rescue

About a year ago, Connection Telecom helped TAKEALOT implement a cloud-based PBX and call centre. This year, they decided to look for an analytics system that could:
  • harvest intelligence on-the-fly from the call centre application,
  • reveal any shortfalls and allow the company to remedy them in good time.


After extensive research, they decided on QueueMetrics

"Connection Telecom was giving us very good support, and their base solution offered quick and cost-efficient scaling of our call centre, as well as sophisticated manageability, advanced user features and the ability to add unified communications modules at will", Nash says.

Powerful analytics on hand

Rob Lith, Connection Telecom's business development director says QueueMetrics has been very successful at TAKEALOT. Extensive reports revealed many hidden opportunities and gaps in their call centre's capacity and workflow planning.

"QueueMetrics reports on 150 metrics, providing easy-to-read dashboards of complex variables like performance - which are affected not just by the number of calls handled, but also by the time spent on calls and waiting time. TAKEALOT's dashboards combine all those dimensions and more to get to the true state of a call centre's delivery against SLAs."

Effective planning opportunities

QueueMetrics also offers live viewing of call queues and caller IDs.

"Our previous tool only gave twice-daily reports. Now we can see if a call goes unanswered and call back immediately. That alone has an enormous benefit for our brand" says Nash.

She says live monitoring gives the business a thorough understanding of the peaks and troughs of traffic, which gives a call centre greater influence over resource planning. Before QueueMetrics, TAKEALOT averaged 250 to 300 calls per day, with a small 10-person call centre. As a result of workflow optimisation, call centre management has been able to confidently devote just enough resources at peak times, and still managed a new record for most calls in a day (600) at the recent Black Friday sale.

Other smart resourcing decisions followed - for example: rerouting some agents to answer emails rather than unnecessarily manning phones. As a result, email response times have come down from two or three hours to one, since implementing the system.

All-round benefits

"It is a vital tool for any company using telephony to generate revenue. We have had to iron out a few technical problems, but have always been able to address things with Connection Telecom. With a few more minor tweaks, it has definitely been worth the investment", says Nash.

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Possible disruption

2012-12-17

On the 19th and 20th of December we may experience potential service disruption or interruption, due to our telephone lines being upgraded.

We wish to apologize for any inconvenience this may cause.

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Astricon 2012 pictures

2012-11-15

We have created a little album of pictures from our visit to Astricon 2012.They can be found on our Facebook page.

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QueueMetrics 12.10 released

2012-10-29

We are happy to announce the release of QueueMetrics version 12.10!

The new release offers a variety of new features, memory performance improvements and bug fixes that we are sure you will find extremely useful!

The full release notes can be found here: Release notes for QueueMetrics 12.10

A broader overview of the newly released features can be found here: What's new in QueueMetrics

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Summer Break

2012-06-25

Our Administrative Department will be closed for 2 weeks between the 2nd of July, 2012 and the 13th of July, 2012. During this time we will issue 30-day demo licences, for those wishing to renew an existing licence or purchase a new licence. Once the Department re-opens on the 16th of July, we will process all purchases immediately by providing purchased licence keys and related sales invoices.All other activities will not be affected during this period.

We wish to apologize for any inconvenience this may cause.

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QueueMetrics 12.05 released

2012-05-16

Today we are happy to announce the release of QueueMetrics version 12.05!

The new release offers a variety of new features, improvements and fixes that we are sure you will find extremely useful.

Full release notes can be found here: Release notes for QueueMetrics 12.05.

A broader overview of the newly released features can be found here: What's new in QueueMetrics

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Introducing "What's New"

2012-03-16



We have introduced a new link on our website within the Support drop-down menu, called 'What's new', which allows to access a new document that details the various major changes that have been implemented as part of any latest QueueMetrics release.

The document can be accessed directly via the following link:
http://www.queuemetrics.com/manuals/QM_WhatsNew-chunked/index.html

Although we have maintained the same format as our numerous online manuals, the documentation is intended as a quick overview of additional features included in each latest release, detailing why such change was implemented and how it improves the user-experience.

It is intended as a very readable improvements guide with examples, but for further in-depth information about each feature there is a link to the relevant QueueMetrics User Manual section.

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QueueMetrics 12.01 released

2012-01-25

Version 12.01 of QueueMetrics has been released today.

This is a major upgrade over the previous version and offers yummy new functionality.

Full release notes can be found here: Release notes for QueueMetrics 12.01.

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AGAW and FF5

2011-08-09

QueueMetrics 1.7.1.3 was released today - it includes an AGAW client that is fully compatible with Firefox 5 and some minor bug fixes.

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Struck by lightning

2011-08-04

On August 3, 2011, our telephone lines were struck by a lightning. This caused a severe disruption of all internet and telephone systems, that made it impossible to access e-mail and receiving calls. The outage lasted to the early hours of August 5. At the moment all systems should be back online. We apologize for the inconvenience and for the delays in the support systems.

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New price list

2011-08-01

Effective August 1st, 2011, we have updated our price list for all products. The weakness of the Euro compared to the relative strength of the Swiss Franc has forced us to reprice all listings using Swiss Francs.

For our clients, this means that:
  • Listings have been updated; make sure you have a look at them
  • Reseller discount rates and reseller policies will stay the same
  • If you purchase licenses through PayPal, the currency conversion will happen behind the scenes, so no need to worry
  • If you purchase licenses through international wire transfers, we will tell you the new bank accounts to use and they must be in CHF instead of EUR
  • During the transition period (August 2011) we will still accept payments in EUR for existing, open opportunities
To make your life easier, we included a new currency converter on the Loway Shop page and will be glad to answer all your questions.

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Introducing Espresso

2011-05-31

QueueMetrics Espresso is an automated installation and configuration tool that installs a preconfigured, immediately working QueueMetrics on most major Asterisk distributions.

This makes it possible to install a full-fledged and preconfigured QueueMetrics system in about 10 minutes.

To know more about Espresso and what it can do for you, see the Espresso page.

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QueueMetrics 1.7.1 released

2011-05-31

Version 1.7.1 of QueueMetrics has been released today.

This is a major upgrade over the previous version and offers new functionality as well as an easier installation through Espresso.

Full release notes can be found here: Release notes for QueueMetrics 1.7.1.

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QueueMetrics 1.7.0 released

2011-03-21

Version 1.7.0 of QueueMetrics has been released today.

This is a major upgrade over the previous version.

Full release notes can be found here: Release note 1.7.0

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