Queuemetrics it is a tool very easy to implement and use in any call center, and the dashboard on real time is amazing to evaluate the performance of all campaigns.

A comprehensive suite for Asterisk based call centers with integration capabilities.

With the release of 19.x Queuemetrics really stand out with initiative & response web interface and improved reporting structure.

Easy integration with Asterisk, easy to use and stable.

Agents in my call centers are using a lot of other applications and screen space is scarce. For outbound, no automatic wrap-up, not even 1 second.

I like the realtime & wallboard features that help call center manager to monitor the on going activities in call center.

Great for intraday & day of the week analysis; Simple and very easy to use.

Very, very,  very bad user interface. For example, they use like 10% of screen space to put their logo.

QM is an excellent operations tools, but also provide a great help in selling the overall solution to prospects.

Capabilities of integration with CRM or other applications in some cases are very useful. Installations on premises, in the cloud, joint or separate installations with Asterisk.

The product is easy to install and to be used by agents and supervisors, versatile to operate and simple in its integration with other software.

We have been with it for more than 4 years and have just renewed the license for another 4 years, because its cost benefit really is very good.

The general impression is that the software is very accurate and reliable, in a way that is methodical and quite Swiss.

Since it's web based, in terms of reports extraction, when the application is left idle for too long, the login expires. This is a very negligible downside and very understandable as a user.

The wallboard function is very helpful and can easily be customized even by a normal user like me. Accessing  & listening to call logs has never been this easy.

Best thing about Queuemetrics is it just gets the job done with no hassle.

Ease of use, reliable software, never crashes. It is functional as it is modular and you can add bookmark functionalities for example.

We like Queuemetrics Live, its incredibly easy to set up and run with.

There are some restriction in buildings very customized report, but the Loway development team provide such a service.

As callcenter experts we are now able to provide all the features our client requires and more and in a relatively short amount of time which makes a significant advantage in this market.

Things were getting lost or overlooked about and it had been making me insane. Zoho has a great set-up of items and this one isn't any special case.

Overall it is a good, reliable and accesible software to take control of your support team.

The software is pretty; the user interface is very attractive and impressive. It does seem well developed.

I have been using SaaS products from Zoho for more than 7 years and they keep getting better every time. I really enjoyed Zoho desk for the better overview on incoming information.

Great tool to get your customer support started.

Cost and ease of getting set up. Support personnel always helpful.

If you want to use your own domain email address, instead of some weird address that is not easy to remember then you're at a bit of a loss.

The software was difficult to navigate and ultimately setup. I found it confusing and not very intuitive or straight forward.

Fantastic, very happy with the product and the support.

I say this because I am not a developer and  I really struggle to do this.

The support channels that it provides are making my working great and also quite effective.

Overall a great product, and fantastic value for money when used as part of Zoho One.

One of the best investments for our organization.

The customer support system of this platform is responsive and gives me the solutions to all my queries in just few seconds.

We love the dashboard, user friendlyness and ease of navigation.

Great ticket management to help you get started on your business.

Inability to control what notifications you receive in the notification center, leads to excessive notifications.

I love that it has a two-way integration with ZOHO CRM.

It's frustrating when messages go into spam that are not spam. This caused delays responding to important clients.

Business - customer relations. We are able to amass a great wealth of product and customer feedback that we can reference in the future as needed.

Ease of use and price was a big factor, works great for my technicians.

Support from Zoho is excellent. We are Zoho One customer, so we also use other Zoho products, hence the native integration is also nice.

Swiss Franc

QueueMetrics is a call center management solution for large and midsize call centers running Asterisk. On-premise and cloud-based deployments are available, and both database and flat file data storage are supported. QueueMetrics offers call and agent reporting, call performance monitoring and analytics.


QueueMetrics allows users to create customizable reports on call center activities with a focus on contact center reporting. Managers can measure agent activities, business targets and conversion rates in a unified dashboard view.


QueueMetrics features agent reporting that allows team managers to view agent status and activities in real time. This functionality can also be used to listen to live calls and watch agent screens through a virtual network computing (VNC) client.


The software is compatible with most versions of Asterisk. Support is provided via the phone, email, live chat and support forums. Monthly subscriptions and per-license pricing options are available.



LongDescription

Blended Call Center

Call Recording

Call Logging

Outbound Call Center

Inbound Call Center

Queue Management

Computer Telephony Integration

Real-Time Chat

Manual Dialer

Alerts/Escalation

Reporting/Analytics

Call Monitoring

Campaign Management

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

HP-UX

Solaris

Unix

IBM OS/400

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

1000+

QueueMetrics

Live Online

Webinars

Documentation

US Dollar

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.


Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.


Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers.


The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems. 



Support Ticket Management

Real-Time Analytics

Cataloging/Categorization

Employee Management

Call Transfer

Case Management

Surveys & Feedback

Personalization

Multi-Channel Management

Text Analysis

Performance Management

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Workflow Configuration

SSL Security

Sentiment Analysis

IVR/Voice Recognition

Single Sign On

Project Management

Rules-Based Workflow

Knowledge Management

Communication Management

Customer Database

Interactive Content

Offline Form

Customizable Fields

Collaboration Tools

Automated Routing

Churn Management

Assignment Management

Full Text Search

Call Center Management

Batch Communications

Template Management

Data Import/Export

Customer Complaint Tracking

Call Routing

Email Templates

Self Service Portal

Customer Experience Management

VoIP Connection

Help Desk Management

Audit Trail

Content Management

Configurable Workflow

Screen Sharing

Mobile Access

Social Media Monitoring

Proactive Chat

Multi-Channel Data Collection

Survey/Poll Management

On-Demand Communications

Real Time Data

Transcripts/Chat History

Performance Metrics

Routing

Call Scripting

Discussions/Forums

Issue Scheduling

Issue Management

Text Editing

Multi-Channel Communication

Support Ticket Tracking

Role-Based Permissions

Client Portal

Social Media Integration

Real-Time Notifications

Forms Management

Workflow Management

Real-Time Updates

Email Management

Video Support

Ticket Management

Event Triggered Actions

Recurring Issues

File Sharing

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Predictive Analytics

Knowledge Base Management

Network Monitoring

Decision Support

Service Level Agreement (SLA) Management

Account Management

Community Management

Free - up to 3 users, forever!
Express - $7/user/month billed annually
Standard - $14/user/month billed annually
Professional - $23/user/month billed annually
Enterprise - $40/user/month billed annually

A 15-day free trial is available.

QueueMetrics vs Zoho Desk

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