Q-nomy Inc. Launches Q-Flow 6.0: the First True Omni-Channel BPM Product Platform

PRESS RELEASE: Q-nomy launched Q-Flow® 6 — its next-generation product platform for managing and optimizing omni-channel, customer-centric business processes. Compared to other customer experience products that handle specific cross-channel processes, Q-Flow is a broad and flexible product platform that manages and synchronizes front- and back-office business processes with customer journeys in every possible channel – digital or physical, and tackles any hand-off inefficiency, in any industry.

“People-facing organizations cannot claim to be omni-channel businesses unless they actually optimize customer-centric interactions and processes across all possible channels — digital and physical — including online, mobile, social media, call center, back office, in-store and face-to-face”, says Eran Reuveni, Executive Vice President of Strategy at Q-nomy. Reuveni adds that Q-Flow 6 had to be developed as a complete product platform with variant solutions, market-specific products and even an app marketplace, due to the sheer scope of the challenge, making it a unique offering.

Q-Flow 6 products add interactive customer engagement tools, flexible customer centric BPM and customer journey specific functionalities to specific vertical markets such as financial services, healthcare, retail, telco, education and government.

Q-Flow 6 offers four key products:

Q-Flow Appointment Management provides all required enterprise-grade components to provide self-service, agent-assisted or outbound appointment scheduling as well as calendar capacity analysis and planning, allocation of resources required for appointments and end-to-end customer communications from the moment of scheduling until visit completion.

Q-Flow Queue Management provides complete in-store/in-branch customer flow management. This includes both the rules engine that ensures smart, skill-based and priority-based routing and queuing of customers as well as the equipment interfaces needed for delivering the in-store experience, such as check-in kiosks, directional digital signage, and audio announcements.

Q-Flow Process Management provides business process management to back-office operations that support the front-end customer experience. It 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 Interaction Management handles all communication channels, incoming & outgoing messaging, including both free and moderated agent communications as well as semi-automated and fully-automated messaging, and even parsing customer messages to trigger and enrich customer-service processes.

Q-Flow 6 is now available globally via Q-nomy business offices worldwide and its network of partners, including NCR (NYSE: NCR), Amdocs (NASDAQ: DOX), and regional resellers and system integrators.