Information solutions and services company, Path Infotech.has launched SmartQ, an Oracle-based specialized customer service center management solution. The web-based solution is designed to allow customer service centers to better manage customer queries, customer volumes and measure the quality of services being delivered over the counter.

The software claims to address key challenges encountered by service centers such as organizing large volumes of customer data, easy management of customer queues, helping customers identify and approach the right counter for their services, assessing quality of services and improving efficiency of customer care agents.

B2C (business-to-consumer) and G2C (government-to-consumer) enterprises and agencies, where customers need to visit a service centre to avail different services, could find the software particularly useful.

SmartQ offers several operational features like token distribution through self service kiosk or the web, token assignment to agents for balanced job distribution, token status display on display panel, multiple services through single token, internal messaging from supervisor to agent for quality instructions, tracking of idle time of service agent, dashboard for location as against agent performance status, priority customer service for privileged customers and MIS Reports.

"SmartQ is a product developed to help enhance customer experience, measure quality of services being delivered and increase workforce efficiencies at any service center. It captures large volumes of data over a period of time and has inbuilt analytical capabilities that can be used for generating various MIS reports, which can be used by the management for quality analysis," said Pankaj Ratra, Director, Sales and Marketing, Path Infotech Ltd.

Developed earlier this year, the SmartQ is available only on Oracle Database 10g. Path Infotech chose Oracle’s offering because of its robustness and better performance.

With Oracle Database 10g, SmartQ is able to easily manage data from traditional business information to XML documents and its automated management capability also enables easy and cost-effective operations of the SmartQ application, said Path Infotech.