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Cable&wireless Queuebuster Comes Up Roses for Interflora Contact Centre at Christmas

Flower and gift company opts for network-hosted queue management system based on Netcall’s QueueBuster.

Cambridge, United Kingdom, March 22, 2008 --( Interflora, the world’s largest and most popular flower delivery network, has signed up with Cable&Wireless, to use Netcall’s QueueBuster callback application, available as a network-hosted service from the communications company.

QueueBuster helps contact centres improve customers’ experience by offering an alternative to waiting in telephone queues during busy periods. Customers can choose to accept an automated callback as soon as the next agent is available.

Interflora signed up to QueueBuster after successfully deploying the solution to manage increased call volumes at the company’s Nottingham-based contact centre during December, a traditionally busy period for the flower and gift company.

Jayne Henry Head of Telesales at Interflora commented: “As a gift and flower company, Christmas is a key selling period for us. Call queues can build up at peak periods and we wanted to manage the customer experience at these times while avoiding abandoned calls and ultimately lost sales.

“The hosted QueueBuster service proved a winner with both our customers and our customer service staff. In fact, in almost every instance the call backs led to an order! Since we pay for the service on a ‘per usage’ basis, it is also able to deliver a very attractive Return on Investment.”

QueueBuster helps organisations improve customer service levels and reduce contact centre operating costs by maximising available agent resource. It not only cuts telephone waiting times for customers, but also presents the caller’s name to the agent, so that a personalised service is provided.

Cable&Wireless signed an agreement with Netcall in September 2006 to offer Netcall’s QueueBuster queue management solution to its contact centre customers as a network-hosted service. The callback option can be tailored to meet particular customer service objectives, depending on a customer’s specific requirements.

Editor's Notes

About Netcall
Netcall is a UK company listed on the Alternative Investment Market (AIM) of the London Stock Exchange. Based near Cambridge, Netcall develops and supplies innovative communication solutions to organisations of all sizes, including many blue-chip companies with global contact centre operations. As the leading specialist in callback, auto-messaging and contact solutions, Netcall helps organisations globally to increase profits and productivity while improving customer satisfaction and employee morale. Solutions are deployed either on-site or as hosted managed services using Netcall's Intelligent Communications platform (ICP). The company has more than a decade’s experience of owning and running a high-availability service platform co-located with international carriers. Netcall's customer list includes BT, BUPA, First Direct, Halifax, London Borough of Islington, Lloyds TSB, npower, Prudential, RBS (The Royal Bank of Scotland Group), Thames Water, United Utilities and Vertex.

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About Cable&Wireless
Cable&Wireless is one of the world’s leading international communications companies. It operates through two standalone business units - Europe, Asia & US and International.

The Europe, Asia & US business unit (formerly known as the "UK" business) provides enterprise and carrier solutions to the largest users of telecoms services across the UK, US, continental Europe and Asia, and wholesale broadband services in the UK. With experience of delivering connectivity to 153 countries - and an intention t be the first customer-defined communications services business - the focus is on delivering customers a service experience that is second to none.

The International business unit operates integrated telecommunications companies in 33 countries offering mobile, broadband, domestic and international fixed line services to residential and business customers, with principal operations in the Caribbean, Panama, Macau, Monaco and the Channel Islands.

For more information about Cable&Wireless, go to

For further press information contact Danny Whatmough, Wildfire PR, 020 8339 4420 or

Contact Information
Danny Whatmough
020 8339 4426

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