Overview
Q-Master gives your organisation the ability to easily connect with your customers and build effective customer relationships. With UCB Q-Master, you can empower your agents with the information they need to rapidly answer queries and use intelligent skills-based routing to ensure each customer reaches the right agent every time.
Q-Master enhances customer service levels, helps reduce abandonment rates and increases staff productivity.
A key benefit of Q-Master is the ability to manage phone, email and web-initiated requests in a single environment, allowing streamlining of your contact centre operations.
For a decade, Q-Master has been at the forefront of contact centre applications, delivering integrated customer contact solutions that scale to meet the needs of any business.
At a glance:
- solution of choice for over 500 leading organisations across Australia
- CRM and ERP integration
- all contact media types managed in a single solution
- real-time agent statistics
- remote administration.
Q-Master enhances customer service levels, helps reduce abandonment rates and increases staff productivity.
Benefits
Better customer care
UCB Q-Control intelligently manages all incoming calls by delivering them to the most appropriately skilled agent. Recognised priority callers can also be moved to the front of the queue, delivering the superior service they demand. As customer service has become increasingly important, UCB Q-Master customers are leveraging the product and generating sustainable competitive advantages with consistently high service levels.
Lower call abandonment rates
With customised announcements and caller specific options, more calls stay in the queue and are delivered to agents.
Faster response times
Directing callers to the right agent the first time reduces caller wait times. By matching agent skill sets to a number of different queues, more agents are available resulting in faster handling of calls. Callers can also be routed to their preferred agent based on their direct inward dial (DID) number, calling line ID (CLID), or by querying the caller using the custom announce feature.
Improved productivity and accountability
Experience has shown that productivity increases when staff can view each other’s performance. Using Q-Control, agents can be automatically assigned to different queues based on the time of day or day of the week, ensuring calls are distributed efficiently between agents. With the option to automatically allocate post-call work time, agents are also able to complete tasks before receiving the next call.
Easier monitoring
With Q-Desktop, managers and agents always have a clear picture of all contact centre activity. Real-time agent statistics that can be viewed from the PC including agent status, occupancy rates and current service level statistics.
Minimise your investment
UCB Q-Master is completely modular, allowing you to select the components that best suit operational and budgetary requirements. Modules offering additional functionality can be added as and when they are needed.
Features
Q-Master is the solution of choice for over 500 leading organisations across Australia, due to its ease of use, flexibility and impressive feature range.
Making a difference to customer service
Using customer information and skills-based routing, callers are directed to the agents best able to help them, quickly and efficiently.
Transform your call centre into a contact centre
Intelligently manage all contact media types in a single, fully integrated solution. Voice, fax, email and web chat queries are blended seamlessly so that increasingly high levels of customer service demanded by today’s clients can be met.
Unparalleled control at your fingertips
All your contact centre operating parameters are adjustable, allowing you to make changes in real time with simple to use wizards. Q-Master puts control back in your hands.
Our modular solution is scalable
Invest in what you need today with the confidence that additional functionality is available as and when required. Q-Master can be easily customised to meet the diverse needs of any of today’s organisations.
Simplified administration
Setting up and managing your contact centre environment has never been easier. Q-Master uses wizards and a graphical user interface to administer all aspects of your system. Call delivery patterns, queue set up, agent assignment and other parameters can be altered with a click of the mouse. Q-Master also supports remote administration and maintains data integrity by providing a full audit trail of all changes.
Integration with internal systems
Q-Master can link into your existing internal systems, whether CRM or ERP-based, allowing helpdesk jobs to be queued along with voice calls and customer record information to be presented to agents with each call. This empowers your agents to deliver higher levels of customer service.
FAQs
TECHNICAL
Can Q-Master run on non-NEC servers?
Yes but the servers will not be supported by NEC engineering, making customer support very cumbersome and time consuming.
Can Q-Master run on a non-NEC PABX?
Yes but the PABX will not be supported by NEC engineering, meaning all faults will be directly escalated to Zeacom for resolution.
What is OAI and why do Q-Master sites need it?
OAI is the scripting bundle, produced by NEC that allows Q-Master (and other CTI applications) to communicate with NEC PABXs. It must be purchased for every Q-Master server a client owns, to allow that server to operate. Q-Master 4 heralds a move from the out-dated Australian OAI libraries to the NECAM (U.S.) libraries. OAI licenses (including a USB dongle in each case) are sold separately in eSales studio.
What is the maximum number of Announce ports available on a single site?
Dependant on the PBX model. Largest models support up to:
• 36 ports per server
• 98 ports system wide.
PROTIMS announce ports play prompts and announcements to callers. PROTIMS provides a NEC proprietary digital software alternative to hardware ports such as Dialogic. Clients using PROTIMS find they no longer require Dialogic cards (unless Q-Fax is used, when Dialogic cards are still required).
SECURITY
How does the Microsoft Security Patch update procedure work?
Please ensure clients first check with NECare before loading security patches onto their UCB Q-Master servers. NEC recommends you follow Microsoft recommendations for patch application. Zeacom maintains a list of tested patches. Updates and problem notifications are issued through the support team.
Do we have SSL for Web Chat?
SSL is a function of the web server software (either Apache or Microsoft IIS), not of UCB Q-Master.
Web Chat files (or the tomcat redirector address) should be in an area of the website that uses SSL; the web server will take care of the rest.
How is user access controlled?
User/Agent access to UCB Q-Master functions and objects (like queue login) is controlled by a full-featured security model based on user groups and individual user login/PINs.