The industry meeting of the year
At virtualQ, it’s not only the needs of callers, but also those of contact centers that we focus on. That’s why events like the Avaya Conference are especially important to us. This year’s event took place on the summit of the Zugspitze mountain in bright sunshine – a real high-light for us! In the presence of experienced IT and contact center experts, the conference was an opportunity to present our product as a call center solution and to hear exciting presentations from other fields.
We were then treated to a look behind the scenes of the Zugspitzbahn which was just as impressive as the festive evening event on the summit of the Zugspitze at an altitude of 2962 meters, literally in the sky and on the border between Germany and Austria. It was certainly an exciting and extraordinary atmosphere for the 20th anniversary of the user association.
The problem: waiting on hold!
The contact center industry presence at the annual Avaya event hosted by Wolfgang Siegel and the AAV offered the perfect setting for us to introduce virtualQ. Companies invest large amounts of money in order to provide excellent customer service, yet time and time again, callers are annoyed by long queues. It’s not that companies like to keep their customers waiting: quite the contrary! Keeping callers on hold is associated with high costs for companies. So why are there still so many callers complaining about being put on hold?
Presentation by virtualQ at the annual conference of the Avaya User Association
How innovative solutions emerge
At virtualQ®, we believe that, while companies invest money and time to provide great service, they are limited in their ability to innovate and implement. A large proportion of the most significant innovations are not developed in corporations. Instead, major innovations are often created by people who wanted to solve a problem that they themselves were dealing with. The keyword is user innovation, which means innovation developed by users.
An example of this is the origin of the skateboard, which was not developed by a sports manufacturer. Rather, keen surfers were faced with the problem that their sport, of course, requires water or waves. Unfortunately, of course, these two things are not always available everywhere – and this user problem was quickly resolved when surfers began screwing wheels onto their boards. Thus, a new sport was created.
This is similarl to how virtualQ® has come about. We Were frustrated with long queues ourselves, and as a result, we developed a call center solution to our own problem. Of course, we are not the only ones with our problem, and when we are in conversations with our customers – the contact centers – we often hear phrases like: “Last week I called XY airline and was on hold for 1.5 hours. That’s when I really could have done with your solution!”
virtualQ – The virtual queue management system
With virtualQ, customers no longer have to hang around on hold. With our waiting service as a call center solution, you can simply request the current waiting time in the service center via app, web, or announcement on the line and queue virtually. When it is then you turn, you are informed by text message, push, or web notification and can call directly without being put on hold; you are prioritized and put straight through to the agent.
Experienced Avaya integration partner
This requires technical integration into the call center’s system, and for this, we work with experienced partners. When selecting our partners, we make sure that they are experienced specialists in their field and can also keep up with the pace of a start-up. This means that decisions and solution developments can be implemented quickly and with minimal paperwork. It’s difficult to find this kind of partner, of course, which is why we are particularly pleased, in sokrates: consulting und systemintegration gmbh, to have found such a partner for connecting virtualQ® to Avaya systems. Together, we have a bright future ahead of us in implementing and spreading our service, and we look forward to partnering to realize our vision.