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Contact Center Monitoring/Reporting Software

Guest writes “Contact Center Monitoring and Reporting Software Released for Asterisk-based Telephony Solutions.

San Francisco, Calif. and Varese, Italy– January 10, 2006 – Signate, the leading provider of VoIP telephony solutions based on industry standard hardware and open source software, and Loway Research, developer of QueueMetrics, today announced the general availability of QueueMetrics call center monitoring and reporting software version 1.0.

QueueMetrics is call center monitoring software for telephone systems, such as Signate’s contact center solution, that incorporate the open source Asterisk PBX. QueueMetrics provides contact center managers with the information they need to set agent staffing levels, optimize call-handling procedures, and improve customer satisfaction.

“Signate gives QueueMetrics a rapidly growing presence in the North American market with pricing in dollars and support in the North American time zones,” said Dr. Lorenzo Emilitri, founder of Loway Research.

“We searched the world for best in class components for our contact center solution before we found QueueMetrics,” said William Boehlke, CEO of Signate. “Only QueueMetrics has the real-time reporting our customers need to run their businesses,” he said.

Signate’s contact center solution for five to 200 seats combines QueueMetrics with call recording and retrieval, answering machine and fax detection, SigMAN PBX Management software, PC class servers, 24/7 support and the ACD functionality that’s already standard in Signate’s Telephony Software Stack. For 200 to 1,000 seats, the same software deployed on Signate’s Telephony Server 5000 platform delivers unparalleled price/performance.

QueueMetrics provides more than sixty real-time and batch metrics that let managers measure performance against budget and service level targets and review agent activity from any web browser.

Batch reports include received calls, lost calls, agent sessions and call center activity, broken down by period, queue or agent.

Real-time reporting shows agent activity, the state of calls in each queue, and how much time has been spent in each stage of call handling.

QueueMetrics makes agents more effective as well. Each agent can easily see whether she is logged on, note incoming calls as they are processed and launch external web applications – passing data gathered from IVRs or Caller*ID information – at the click of a button.

QueueMetrics supports an unlimited number of inbound queues on a server, each with multiple prioritized agents, and supports virtual queues made up of aggregations of existing queues.

In the United States, QueueMetrics pricing begins at $750 for a four year license for up to ten agents. Configuration services and 24/7 support are available from Signate.

About Loway Research
Founded by Dr. Lorenzo Emilitri and based in Varese, Italy, Loway Research is a start-up focused on Asterisk call-center software and publishes QueueMetrics. Visit the company at http://www.loway.it/

About Signate
Headquartered in San Francisco, California and with offices in Europe and Asia, Signate is a leading global provider of telephony solutions based on industry standard hardware and open source software. For more information, visit Signate at www.signate.com.

Media contact: Jenny Jack, Connecting Point Communications. +1 415.442.4032 or

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