Issatec / About / Q-Flow
Customer Experience Management and Optimization
Q-nomy’s vision is to make the most of every customer visit: more sales, greater customer satisfaction, and better experience.
We believe the way to achieve this vision is by delivering true end-to-end Customer Experience Optimization. Customer Experience Optimization is a solution that tailors the individual customer’s journey across digital and physical service channels; it’s a solution tailored to meet the customer’s personal background, expectations and needs. Customer Experience Optimization enables the business to simultaneously leverage the customer journey for deepening customer engagement and offering more products and services, while delivering personalized interaction across all channels.
We’re realizing this vision with ever increasing perfection by continuous development and evolution of our flagship product, Q-Flow®.
Our Flagship Product: Q-Flow®
Q-nomy’s flagship product is Q-Flow 6, a complete platform for managing and optimizing omni-channel customer journeys, experiences, and supporting back-office processes.
The Q-Flow 6 platform consists of four key products and two focused solutions:
Maximizes customer satisfaction by ensuring proper handling of each request in the most effective manner.
- Q-Flow AM – designed to deliver enterprise-grade appointment scheduling solutions, Q-Flow AM includes every component required to provide self-service appointment scheduling (via Web, mobile etc.), agent assisted or outbound appointment scheduling as well as calendar capacity analysis and planning, allocation of resources required for appointments, and complete customer communications (e.g. reminders and confirmation requests) from the moment of scheduling until visit completion.
- Q-Flow QM – designed to deliver complete in-store/in-branch customer flow management, Q-Flow QM includes both the rules engine that ensures smart, skill-based and priority-based routing and queuing of customers, and the equipment interfaces needed for delivering the in-store experience, such as check-in kiosks, directional digital signage, and audio.
Q-Flow AM and Q-Flow QM can also be integrated into a complete In-Store Customer Experience Management solution, Q-Flow XM
- Q-Flow PM – designed to provide business process management to back-office operations that support the front-end customer experience, Q-Flow PM includes a sophisticated workflow engine, skill-based task management, SLA provisioning and monitoring, and a true customer-centric architecture that ensures back-office processes deliver on promises made by customer-facing staff.
- Q-Flow IM – Q-nomy’s customer interaction management product manages all communication channels (e.g. email, Web, and mobile), handles incoming & outgoing messaging, supports both free and moderated agent communications as well as semi-automated and fully-automated messaging, and it can parse incoming messages to trigger and enrich customer-service processes.
Q-Flow PM and Q-Flow IM can also be integrated into a complete Customer Case Management solution, Q-Flow CM
SaaS or On-Premise?
A full cloud-enabled solution since 2012, Q-Flow is available in any installation model – cloud, on premise, or a hybrid installation.
Taking flexibility to the next level, Q-Flow can be hosted on a private cloud, on our preferred Microsoft’s Azure platform, or any other platform chosen by our customers, and can be migrated from cloud to the premise and vice versa easily while keeping all data and functionality.
Q-nomy thus enables its customers to make the most of the flexibility enabled by SaaS models while ensuring each installation is customized and optimized per customer needs, the same way an on-premise installation is.