virtualQ Reviews

Pros

From the pilot phase back in 2016, the provider gave us very hands on support while we rolled out the virtual queue on two of our five hotlines and that level of support is still excellent today. Even the very first algorithm boosted our availability by nearly 10% during the pilot. As the project continued, additional algorithms were developed specifically for us and we now use the Dynamic Optimizer which fits our needs perfectly. It scales with us and also consistently helps us balance seasonal peaks across very different call volumes. The interface adjustment during our move to Genesys Cloud also went completely without issues.

Cons

Honestly, nothing comes to mind that would weaken my opinion of the product even after giving it some thought.