Stabio, Switzerland – Loway, solutions provider for contact-centers, announces today the new version of its worldwide renowned monitoring and reporting suite QueueMetrics.
QueueMetrics collects data from Asterisk PBXs and generates analytical reports with over 200 different metrics, covering all the key categories for an effective call center management process: realtime panels, historical reporting system, supervisor page, agent page, wallboards, quality assessment modules and much more.
The wallboard monitoring system is now greatly improved and expanded in order to reach feature parity with the Real-Time page.
Now you have three "spy" options in order to listen to ongoing calls for spy, whisper (talk to the agent only) or full barge-in into the call. These features are controlled by security keys, so you can easily assign them only to relevant personnel.
QueueMetrics 19.04 uses an updated version of the soft-phone in order to improve compatibility with the most recent versions of Asterisk; this will offer a smoother experience and is usable in a professional environment with the major modern desktop browsers.
The new release includes a new reporting engine that is more efficient than the previous one, it can work on complex query filters and is able to pull data from different data sources at once.
For more information about QueueMetrics 19.04 visit the release notes page at https://manuals.loway.ch/QM_WhatsNew-chunked/ch16.html.
QueueMetrics 19.04 supports Asterisk 13, 14, 15 and 16, as well as any previous Asterisk version and all major Asterisk distributions and is available as QueueMetrics-Live Cloud hosted service or On-Premise software package.
For a QueueMetrics trial visit www.queuemetrics.com.
Loway announces the release of the Asterisk in the Contact Centre Satisfaction Report 2018 edition.
In 2014 Loway released the first Asterisk call center satisfaction survey. They ran the survey as a tool to analyze satisfaction on their QueueMetrics monitoring solution users.
But results went on the direction of an overview of the Asterisk call-center industry in 2014 - 2015 that didn't exist in the market.
In 2018 Loway launched a similar survey and planned to offer it not just to QueueMetrics users but to the Asterisk contact center community worldwide.
Which PBX model is the most used worldwide? Are customers and users satisfied? How big are Asterisk call centers in 2018?
These are questions that this professional survey, unique in the Asterisk market, tries to answer for the first time.
Stabio, Switzerland – Loway, worldwide leading provider of solutions for call-centers, today announced the release of WombatDialer predictive dialer for Asterisk PBX version 18.08.
Stabio, Switzerland – Loway, worldwide leading provider of solutions for contact-centers, is glad to announce its strategic partnership with CallCabinet Corporation for the development of Atmos CallCabinet for QueueMetrics-Live integration.
This partnership will provide QueueMetrics' customers with secure and accurate cloud call recordings for their Asterisk PBX based call centers.
QueueMetrics is a highly scalable monitoring and reporting suite that offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis, customizable wallboards, integrated WebRTC softphone and an easy to use interface. QueueMetrics suite is available on premise or as a cloud hosted service with the name "QueueMetrics-Live".
The new Atmos CallCabinet for QueueMetrics-Live includes a pluggable listener module that allows customers to listen to recordings that are being stored remotely in the cloud.
Atmos is an award-winning cloud-based call recording and interaction management solution. The solution harnesses the power of the cloud to record and store both individual customer calls as well as inbound and outbound contact center conversations.
As a result of its cloud centricity, Atmos allows customers to easily meet the demands of rapid business growth and the ability to ensure compliance with regulatory, data sovereignty and consumer protection legislation.
“We are pleased to offer secure and scalable recordings and monitoring for our cloud and on premise customers with the new CallCabinet for QueueMetrics-Live” said Lorenzo Emilitri, Loway Founder. "In this perspective the partnership with CallCabinet is strategic for the evolution of our business and portfolio of services."
For more information about Atmos CallCabinet for QueueMetrics-Live or in order to request your trial visit www.callcabinet.com/loway-queuemetrics-call-recording.
CallCabinet Corporation is a leading developer of innovative, flexible and cutting-edge cloud and premise-based call recording solutions. Its award-winning Atmos solution has carved a niche as a winner of “Best in Show” awards at ITEXPO shows hosted in Miami, Anaheim and Fort Lauderdale, and amongst others, was lauded as the winner of the 2016 and 2017 Internet Telephony Product of the Year. Atmos puts a fully compliant, cloud-hosted, industrial-strength, and easy-to-implement call recording solution within reach of ITSPs, Telcos, carriers, contact centers, distributors and smaller enterprises for the first time. For more information visit www.callcabinet.com.
Stabio, Switzerland – Loway, major provider of solutions for contact-centers, is glad to announce the new version of its worldwide renowned monitoring and reporting suite QueueMetrics.
QueueMetrics collects data from Asterisk PBX and generates analytical reports for over 180 metrics, covering all the key categories for an effective call center management process: realtime and historical reporting, supervisor page, agent page and quality assessment.
Release 18.04 introduces new features and it is focused on security, data protection and call recordings improvement.
There have been five new reports and over 80 bugs fixed and minor features changed since version 17.06.
New features include Scheduled Jobs, Configuration Synchronizer, Password Encryption, Wallboard Queue Filtering and Agent Page Call Variables.
Now QueueMetrics comes with a new feature, Scheduled Jobs, that allows the user to specify a certain task to be executed at an appointed time, or repeatedly at a fixed interval.
You can schedule different types of jobs, such as sending reports by email on a regular basis, or database optimization tasks.
QueueMetrics 18.04 supports User Password Encryption. By setting up the appropriate system property, you can make sure that all the new user passwords are encrypted and you can choose to block users with insecure passwords from logging into your system.
With the new Wallboards you can change a widget’s settings in such a way that only data from a particular queue is shown.
This makes for a highly versatile wallboard, that can show results for an aggregation of queues, while still having widgets dedicated to individual queues.
The Configuration Synchronizer service, that allows for automatic configuration of agents and queues, has been upgraded in 18.04.
It can fetch a configuration from a remote URL as a JSON object, or read it directly from data present in the database.
Using the QueueMetrics' agent page Call List Panel, you can see a new column displaying all the variables that are attached to a call.
This is useful in order to assess multi system integration, and can give your agents more information about the call and the caller.
QueueMetrics 18.04 version is now integrated with CallCabinet for QueueMetrics in order to provide unlimited secure cloud call recordings.
A new pluggable listener module is included in version 18.04. This module allows you to listen to recordings that are being stored remotely, using Atmos CallCabinet for QueueMetrics software.
Five new reports have been added and are now selectable when creating new reports: Frequent Area Codes, Detail Summary (Daily, By Week, By Month), Executive Summary, Retry Rate and Lost Caller Behaviour and Most Frequent calling/called Number.
For more information about QueueMetrics 18.04 visit the release notes page at https://manuals.loway.ch/QM_WhatsNew-chunked/ch15.html.
QueueMetrics 18.04 supports Asterisk 13, 14 and 15, as well as any previous Asterisk version and all major Asterisk distributions and is available as QueueMetrics-Live Cloud service or On-Premise software package.
Loway announces official sponsorship for CommCon 2018.
Stabio, Switzerland – Loway, worldwide leading provider of solutions for contact-centers, announced that it has signed on to become official Sponsor of CommCon 2018.
Loway will be official sponsor with its QueueMetrics call center suite for Asterisk PBX and WombatDialer predictive dialer.
QueueMetrics generates real time and historical reports for over 180 metrics, covering the four key categories of call center management: Reporting, Supervisor page, Agent page and Quality assessment.
CommCon is the UK's only Open Source RTC conference run by the community for the community.
It is a little different to any other RTC event in that its a residential conference; that means everyone stays at the same hotel and the price you pay covers your accommodation, food, the conference itself as well as any evening activities which are put on.
At CommCon attendees get two tracks over 3 days covering both WebRTC and Open Source VoIP with an amazing speaker lineup; all of the 4 VoIP projects will be there.
The event will feature a knowledge packed WebRTC track with an update from Google as well as 4 of the Open Source SFU projects in attendance too.
It's going to be an unforgettable week in the English countryside at the 4 star estate at Wotton House in Surrey.
CommCon will be held at Wotton House, Surrey UK, on 25 - 29 June 2018.
For more information about CommCon 2018 visit https://commcon.xyz/.
Stabio, Switzerland – Loway, worldwide leading provider of solutions for call-centers, is glad to announce its successful integration with Wazo, the unified communications platform for business, based on Asterisk technology.
Loway's QueueMetrics-Live call-center suite, is now fully integrated with Wazo IPBX.
Wazo is a unified communication platform and a full-featured IPBX based on Asterisk technology, oriented towards enterprise communications.
Wazo was forked from XiVO on November 25th, 2016, starting off the development version following XiVO 16.13.
QueueMetrics-Live suite collects Asterisk data and generates analytical reports for over 180 metrics, covering all the key categories of call center effective management: Reporting, Supervisor page, Agent page, Quality assessment and much more.
This integration provides professional users with a top class solution for monitoring everything that happens in their call center, turning Wazo IPBX into a 360 degrees call centre platform with reporting and analytics.
"We are extremely excited of this strategic partnership with Wazo platform and about this successful integration.
By using Wazo IPBX in combination with QueueMetrics-Live you can set up a fully-featured contact centre with a very reasonable budget investment.
Wazo users can now benefit from the state-of-the art analytics and reporting system of QueueMetrics suite with a very simple and quick integration." Said Lorenzo Emilitri, Founder of Loway.
"The QueueMetrics connector with Wazo enhanced your call center in one click.
The integration is easy and give to Wazo superpower on call center statistic." Said Sylvain Boily, Wazo development team project Leader.
For more information about the Wazo project visit wazo.community.
Stabio, Switzerland – Loway, worldwide leading provider of solutions for call-centers, announced today that it has signed on to become official Sponsor of AstriCon, held October 3-5, 2017, at Omni Orlando Resort at ChampionsGate.
Celebrating its 14th year, AstriCon remains the longest-running conference devoted to Asterisk, the most widely used open source communications platform in the world. AstriCon brings together the world's open source enthusiasts – from code developers and Asterisk integrators, to service providers and enterprise IT professionals – who all share an interest in Asterisk.
"We are enthusiastic to attend for the sixth year the most relevant event in the world of open source communications platforms," said Lorenzo Emilitri, founder of Loway. "This will be for our developers the best opportunity to show present state of the new evolved call center management lineup."
Meet Loway engineers team at booth number 20, where developers will guide you through the new features of the call-center solutions family and introduce you to the release 17.06 of QueueMetrics.
The QueueMetrics suite collects Asterisk PBX data generating real time and historical reports for over 180 metrics, covering the four key categories of call center management: Reporting, Supervisor page, Agent page and Quality assessment.
Release 17.06 introduces several new features such as a professional "Wallboard editor" that lets you create personalized wallboards to get real time overview of the state of the call center, a DirectAMI mode that makes any interaction with the PBX snappier, richer configuration editors and several new reports for supervisors.
Loway Switzerland, major provider of solutions for call-centers, is glad to announce a new version of its worldwide renowned monitoring and reporting suite QueueMetrics.
QueueMetrics suite collects Asterisk data and generates analytical reports for over 150 metrics, covering the four key categories of call center effective management: Reporting, Supervisor page, Agent page and Quality assessment.
Release 17.06 introduces major new features and represents a significant evolution of the way call center professionals interact with the software suite on a daily basis.
There have been also over 70 bugs fixed and minor features changed since version 16.09.
New features include a “Wallboard editor” that let users create personalized and customizable wallboards to get a clean, real time overview of the state of the call center and a DirectAMI mode that makes the interaction with the contact center PBX quicker and snappier, without editing any dial-plan code.
The new “Synchronizer” makes it easier than ever to keep QueueMetrics instance in sync with the PBX and agents can use their e-mail to log in.Configuration editors are now richer and easier to use and fully localized and some new reports "counting calls by skills" and "talk time per hour" are available to supervisors.
The new QueueMetrics supports Asterisk 13 and 14, as well as any previous Asterisk version and all major Asterisk distributions.
“We thank our large community of users and customers for their feedbacks, helping this to be the most powerful, feature reach, and usable release to date.” Said Lorenzo Emilitri, Loway founder.
For more information about QueueMetrics 17.06 visit the official release notes page HERE.
Loway Switzerland, provider of solutions for Asterisk call-centers, is glad to announce a new partnership with Yeastar, leading company in development and manufacturing of IP-PBX, VoIP gateways and solutions for enterprise communication.
Loway's QueueMetrics-Live call-center suite, is now fully integrated with the Yeastar S-Series VoIP PBX.
This integration provides professionals with a top notch solution for monitoring everything that happens in their call center, turning S-Series VoIP PBX into a 360 degrees call centre platform.
S-Series VoIP PBX offers a suite of enterprise-grade telephony features in an easy-to-use platform with no fee attached, able to support different environments from big call centers to small workgroups in need of basic call distribution.
QueueMetrics identifies trends and analyses metrics in a VoIP network with complete stats reporting, queue management, call tracking and advanced monitoring features.
"We are extremely satisfied of this strategic new partnership with Yeastar and in particular of this successful integration.
By leveraging S-Series VoIP PBX in combination with QueueMetrics you can set up a fully-featured contact centre based on appliances.
This has a relevant impact because customers love to use appliances for small call-centers with great features for a reasonable budget investment. Yeastar customers can now benefit from a state-of-the art analytics and reporting software." Said Lorenzo Emilitri, Founder of Loway.
“Joining forces with Loway and integrating QueueMetrics-Live to Yeastar S-Series VoIP PBX is a pleasure for our company.
The backbone of Yeastar is built on SMB communication needs and the integration with QueueMetrics Live provides our customers with an effortless cloud call center solution,” said Alan Shen, CEO of Yeastar.
Yeastar specializes in the design and development of innovative telecommunications equipment, including VoIP PBX systems and VoIP gateways for the SMB. Founded in 2006, Yeastar has established itself as a global leader in the telecommunications industry with 1,100 channel partners and over 100,000 customers worldwide. Yeastar products have been consistently recognized in the industry for their high-performance and innovation. For more information about Yeastar or to become a Yeastar partner, please visit www.yeastar.com.
Loway Switzerland, leading provider of solutions for Asterisk PBX call-centers, is glad to announce the WombatDialer Training Course service.
Learn the essentials of WombatDialer predictive dialer with Loway new training courses. Certification is included and the course is available in English or Spanish language.
The WombatDialer training is designed to guide attendees through creation of unlimited calling number campaigns with focus on practical knowledge for fully automated telecasting, reverse IVRs and classic, agent-based, outbound campaigns.
Lots of helpful information and examples are included, together with references to online resources, including socials and video channels, for additional information and further learning.
The Training is an online course of 15 chapters for approximately 4 hours of contents, plus a question-answer section at the end.
This is an entry-level course, with no prerequisites to attend. However, Custom Training Course for specific needs can be requested to Loway.
Become a WombatDialer certified expert with this new service for call-center professionals.
Loway Switzerland, worldwide leading provider of solutions for Asterisk PBX call-centers, is glad to announce a new webinar series dedicated to its predictive dialer: WombatDialer.
In today's call-center market brands have many options for driving sales results that were not available in the past.
For example targeted Web advertising and Social media have become strong channels for customer engagement and sales lead generation while Voice channel still remains very powerful.
A predictive dialer is an automated software which dials phone number lists while filtering out answering machines, busy signals or disconnected calls.
With it a call-center company may optimize sales processes on voice channels contacting prospects with precision and efficiency, reducing costs, driving agents productivity, and increasing customer satisfaction.
Which are its main features?
Reserve your Webinar seat now and check Loway's website to see upcoming webinars.
Loway Switzerland, worldwide leading provider of solutions for call-centers, celebrates the Release Anniversary of QueueMetrics-Live with a limited time promotion.
Each new customer buying a subscription of QueueMetrics-Live receives one month bonus with 30 day money back guaranteed, plus a free installation and initial configuration of the system.
QueueMetrics-Live is a cloud solution that offers all the functionality an Asterisk based contact-center is likely to need, integrated on-demand.
It tracks over 150 metrics of inbound/outbound activities without upfront expenses for the deployment.
The main advantage of QueueMetrics SaaS solution is that operations can be easily scaled up or down by taking online resources following only the call-center neeeds. The customer will access the service via secure SSL connection and the developer does all the maintenance, updates and nightly backups, freeing the customers' time and resources for other tasks.
Loway Switzerland, worldwide leading provider of solutions for call-centers, is pleased to announce the release of QueueMetrics 16.09.
Loway primary vision for this release is to build a new version of their renewed call-center suite around the idea of making the software flexible, intuitive and even more reliable.
"We are extremely proud to release this brand new version of QueueMetrics at AstriCon 2016, the go-to place for all thing Asterisk," said Lorenzo Emilitri, founder of Loway. "Our intention is to show you how you can run a modern and full featured call-center based on open technology."
QueueMetrics 16.09 is a significant release in several aspects. Most importantly it implements a new set of statistics to address	tracking calls resolutions problems, programmable and customizable agent data blocks, improved agent's page and WebRTC soft phone. Loway developers also added an official Docker image and a new lighter, optimized loader called "Uniloader", that works very well with the official QueueMetrics Docker image.
Release 16.09 fully supports Asterisk 13.11, as well as any older version, and works fine with FreePBX and Elastix GUIs.
The new generation data loader "Uniloader"
Check the release notes at QueueMetrics What's New.
Loway Switzerland, worldwide leading provider of solutions for call-centers, announces that it has signed on to become Sponsor of AstriCon 2016, the 13th edition of the famous Asterisk PBX convention, to be held in Glendale Arizona, from September 27-29, at Renaissance Phoenix Glendale Hotel.
With over two million downloads per year and a community of more than sixty thousands members, the growth of Asterisk software covers more than 170 countries. AstriCon gives all members of the community an excellent forum to learn about the technology. Integrators and end-users can expect to hear the latest news and project updates, join networking opportunities and meeting with potential business partners.
"We are happy to attend for the fifth year the most important event in the world for the Asterisk technology," said Lorenzo Emilitri, founder of Loway. "This is the best place to show our new and innovative lineup."
Meet the Loway team at booth 25. Expert engineers and developers will guide you through the new features of the call-center solutions family.
You will be introduced to the new QueueMetrics 16.09 release, and WombatDialer 16.06.
QueueMetrics release 16.09 introduces a new set of statistics to track call resolutions, customizable agent data block that can be used to create custom metrics, its new generation data loader the "Uniloader" and much more.
WombatDialer 16.06 is the most recent of the Loway's release and represents the most mature stage of development of the software, coming with a new improved GUI, adaptive boosting, predictive capabilities and much more new features resulting from more than 3 years of active development.
Attendees will also receive free trials full featured versions of all the presented products and special promotions discounts for any purchase.
Loway Switzerland, worldwide leading provider of solutions for call-centers, today announced that its most famous dialer software for Asterisk, WombatDialer, exits its "beta" stage and becomes a mature product with version 16.06.
"We want to thank the over 300 sites that have been running WombatDialer in the last three years", said Lorenzo Emilitri, Loway CEO. "They made possible to reach this major milestone, all thanks to their suggestions and bug reports."
Release 16.06 offers significant improvements to the WombatDialer package. They are centered around a major GUI evolution and a significant increase in performance.
The Loway development team did a lot of work on the GUI to improve the quality and ergonomics of the daily interaction with WombatDialer and many relevant changes in the Real-time page.
Also they did a number of changes under the hood, parallelizing logging and improving the database schemas, so that a stock WombatDialer should perform well for systems up to 1000 channels with no need for special configurations.
With the new feature "Adaptive Boosting", WombatDialer will improve agent utilization by 30-50% over fixed overdialing rates by monitoring recent traffic and applying a statistical model on it.
It is only a matter of turning this option on for the campaign, no configuration, no parameters, it just works. And compared to most classic predictive models, it works better even with small agent pools.
Also about 100 bugs and minor issues were fixed by Loway developers.
For detailed information please visit the WombatDialer blog and the official website.
WombatDialer 16.06 is immediately available, as an RPM archive, a tar.gz archive or a preconfigured Docker image. The updated User Manual can also be found on the Downloads page. If you currently have a licensed WombatDialer system, you can upgrade now at no extra cost.
Loway Switzerland, worldwide leading provider of solutions for call-centers based on the Asterisk PBX technology, today announced that DVCOM Technology is the official Channel Reseller for GCC countries.
DVCOM Technology was incepted in year 2004 having its established operations in Dubai, UAE with branches across GCC and North Africa. The primary business focus of the company is to provide Information and Communication Technology, Open Source IP Telephony, Networking, Access Control, Video Conference, Gateways and appliances based Solutions & Services across all industry verticals in the MENA region.
"Our recent partnership with Loway, has added immense value to our offering with reliable and customizable call center software solutions for the Asterisk PBX." said Renjan George, Managing Director at DVCOM Technology. "There is an increased requirement for contact center solution in the GCC region and QueueMetrics sets up modern standards in performance measurement, statistics and reporting for call centers based on the Asterisk PBX technology, while WombatDialer is a flexible, easy to use outbound dialing platform and a perfect complement to QueueMetrics."
DVCOM has established its strong ICT partnership alliances with world class technology leaders in the space of ICT and built expertise to deliver business specific solutions and services across all industry verticals.
Loway board of management welcomes DVCOM team of experts in the worldwide family of resellers as a strong, first class partner.