About SMART QUEUE

Smart Queue is a cloud-based virtual call center solution by Avoxi that allows users to set-up custom call routing based on the business requirements. The solution helps users measure agent’s performance, call wait time and call resolution. Key features include live call monitoring, call recording, quality assurance, international tool service and call forwarding.

Smart Queue offers pre-built report templates and dashboards to enable performance tracking through live and historical reports. The reports provide users with information on how the entire call center performed and how their agents performed individually. The report covers metrics like average speed of answer, amount of time for a call to be answered during a specific timeframe and an average...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

10 Reviews of SMART QUEUE

Average User Ratings

Overall

4.60 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(9)

9

4 stars

(0)

0

3 stars

(0)

0

2 stars

(0)

0

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

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Showing 1 - 10 of 10 results

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February 2020

William from Social Technology Ltd

Company Size: 2-10 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2020

Good hearted Innovation driving great change in VA Automation for our business

I really like this company. They don't take customer retention for granted and are very fair, kind and competent. They have created a great product that can actually integrate with other Chat systems if you get your head around email parsing and other automation including voice to email recording, which you can do amazing things with interms of analysing emotions. (Please use for good people!) It is the start of a great robot for you if you are a business owner looking to get your focus back. Well done to them for not following the crowd and bringing their creative offerings to social enterprises like mine. These are the ideas that will change the world one transaction at a time, not meditating in a cave to self serve one's inaction.

Pros

The usability and organisation of the logic in a way anyone can understand and the assistance from staff who literally were prepared to walk me through the steps setting it up.

Cons

It is clearly a leading edge idea from non complacent thinkers so being new, there were some visual dashboard display issue that may have been addressed already after many welcome follow up calls from their team.

Reasons for Choosing SMART QUEUE

Much more controllable complexity and a more sophisticated, reasonably priced service.

May 2017

Ashish from wServe

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2017

10 years of great service

Pros

We have been a customer for 10 years, with Avoxi handling our toll free numbers and traffic. The fact that we have stayed with them this long is proof that the staff and technology offered by Avoxi very well meets our business requirements. Their customer service is par excellence.

Cons

The administration user interface was not so easy to use, but Avoxi have changed that for better recently.

August 2020

Richard from Cadoco Corp.

Company Size: 1 employee

Industry: Research

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2020

Customer service is king

Difficult at the beginning as any new experience, to finally appreciate the advantages of an excellent service.

Pros

The positive communication with the sales department is reflected just as much with the customer service department. You don't get the impression that once the sale is over, you're still well served.

Cons

The frustration of adapting to new software when time is running out.

May 2020

Utku from SmartAlpha AI

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: Less than 6 months

Review Source


Ease-of-use

2.0

Value for money

1.0

Customer support

1.0

Functionality

2.0

May 2020

Fraudulent charging

We paid for 4 months but could not event use the system successfully for one full day. When we asked for refund, they never replied and continued charging. We deleted our account and deleted our credit card details, they continued to charge by using cc records! We had to cancel the cc in order to escape from this trap. We keep all these emails and records just in case anyone object to these comments.

Pros

It seemed cheap at first. After months we see that this is the trap.

Cons

Very low voice quality. Not stable operation (None of the calls were received for few days). Almost no support. (If you reach them from Linkedin, you may luckily receive some irritating replies)

Reasons for Choosing SMART QUEUE

Unfortunately it seemed cheaper.

June 2020

Deborah from Lafarge

Company Size: 1,001-5,000 employees

Industry: Transportation/Trucking/Railroad

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2020

Problem Solved

Customer Service-Help Line is awesome in helping solve issues. Response time was great and knowledge of software-product was excellent.

Pros

Directs our customers to the appropriate person instead of constantly being transferred.

Cons

I have not found any issues with the product.

February 2020

Jay from AEC, Ltd

Company Size: 11-50 employees

Industry: Aviation & Aerospace

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2020

Issues at First

Pros

There was some confusion on how to set up my trunk with FreePBX and with finding no help searching online I was finally provided the Peer details that finished my trunk setup! They guys at the help desk didn't give up on me! They were dedicated to make sure this issue was solved. I was one day away from switching providers...they saved a customer!

Cons

It took a few tech's until I was able to get the information that I needed...but they stuck with me.

Reasons for Choosing SMART QUEUE

Cost

April 2020

Matt from Ember Technologies

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2020

Outstanding customer service

Without doubt, the best customer service and question response I have ever encountered from any technology supplier (or any supplier of any services) for my business

Pros

The service works exactly as expected, is unbelievably simple to set up and use, and is supported by a dedicated team who are always available to answer questions and provide assistance.

Cons

I can’t think of anything negative to say about the service

July 2020

Marie from medical practice billing systems

Company Size: 2-10 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

July 2020

very happy with Avoxi nd their service

Very happy with the service, the support, timing, easy to use

Pros

Their answer is within the minute range. Love to have that support

Cons

Have not found one, maybe because I don´t use it that often. When I have found problems, I have gotten a response very fast

Reasons for Choosing SMART QUEUE

I did a small survey and decided this was the best option for my needs

March 2020

Borislav from XstreamForce

Company Size: 2-10 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2020

We are glad we found AVOXI

Pros

It is easy to use. It is reliable price vs quality, support and possibilities.

Cons

No such a thing. At least we can't think of any !

June 2017

Bill from Mattress Superstore

Company Size: 2-10 employees

Industry: Retail

Time Used: Less than 6 months


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2017

Smart Queue Great Product to use

Pros

The Service that this products supplies is unbeatable. I would highly recommend this product to any family or friends.