Contact Centre
Deliver seamless omnichannel customer engagement
Qudo’s Contact Centre connects voice, chat, email, SMS and social channels with real-time analytics and easy queue management. Streamline agent workflows, cut wait times and deliver faster, more consistent service across every customer touchpoint.
Voice Queues
Improve handling of inbound calls with advanced voice queue management built for modern contact centres. Our cloud-platform combines skills-based routing, priority rules and time-of-day logic so every caller is connected with the right agent fast. Supervisors gain real-time visibility into wait times, agent availability and performance, helping reduce abandonment and elevate customer satisfaction.
Keep My Place in Queue (Virtual Hold)
Give your callers the flexibility to step away without losing their spot in the queue. Using virtual hold technology, customers opt for an automatic callback when it’s their turn — reducing perceived wait time, lowering telecom costs during peaks, and ensuring fewer abandoned calls. The result: better service levels and happier customers without strain on your team.
Web Chat Queues
Transform website visitors into engaged customers via real-time web chat. Our chat widget enables agents to handle multiple conversations and seamlessly escalate to voice when needed. Combined with a web callback option that feeds into your core voice queue, you’ll capture enquiries before they drop off, reduce digital abandonment and deliver a smoother online support experience.
SMS and X Queues
Engage customers where they prefer, via SMS or X (formerly Twitter) while maintaining full consolidation into your contact centre platform. Incoming texts, tweets and direct messages are routed alongside voice, email and chat, allowing agents to respond from a single workspace. That means no conversations slip through, improved mobile-first responsiveness and a unified approach to digital customer service.
Email Queues
Replace chaotic shared inboxes with structured, measurable email queue management designed for enterprise-grade support. Our system captures and categorises incoming mail, assigns based on skill and workload, and tracks attachments, threading and history for faster resolution. Supervisors gain visibility into backlog, response times and SLAs, creating consistency, accountability and brand-aligned communication at scale.
Unified Dashboard & Reporting
Empower supervisors with a unified analytics dashboard offering live metrics and historical insights across voice, chat, email, SMS and social queues. Monitor wait times, abandonment rates, agent availability and service levels, then use reporting to identify training needs, optimise staffing and drive continuous improvements. With data-driven operations, your contact centre becomes smarter, faster and more efficient.