Q-Flow
Q-Flow® is an end-to-end solution for managing omnichannel customer journeys and customer-centric back-office processes. Q-Flow enables tailoring the individual customer's journey, across digital and physical service channels, to the customer profile and current needs. The main modules providing this functionality are: • Q-Flow Appointment Management – delivers enterprise appointment scheduling, including self-service appointment management, agent-assisted or outbound booking, calendar capacity planning, resource allocation, and complete customer communications from scheduling until visit completion. • Q-Flow Queue Management – delivers in-store or digital customer flow management, skill-based, priority-based, or other rule-based customer routing and queuing, and customer-facing interfaces such as mobile applications, kiosk software, virtual lobby, video call management, and digital signage. • Q-Flow Workflow Management – provides business process management to back-office operations, including a workflow engine, skill-based task management, and SLA provisioning and monitoring. • Q-Flow Interaction Management – manages customer communication channels, handles incoming and outgoing messaging, free or moderated agent communications, controls semi-automated and fully-automated messaging, supports online forms and surveys, and more.
