Quiq for Contact Centres
Run a contact centre on one desk, one record and live numbers
Agents answer WhatsApp messages and WhatsApp calls, website chat and email from one browser desk. Supervisors see reply times and per-agent performance live, and every interaction lands on the customer’s CRM record.
Built with
The applications behind contact centres
QuiQ Help Desk
The agent workspace: queues, SLAs, categories, and customer replies.
QuiQ WhatsApp CRM
Approved templates and broadcast delivery over the WhatsApp Business API.
QuiQ Website IQ
Live chat for your website and mobile app: guided menus, instant answers, and a real handoff to your team.
QuiQ Account Health
A real-time, fully explainable health score per company: computed from deals, tickets, meetings, and messages other tools can't see in one place.
Also benefits from
The business case
Where the return comes from
Cost
Fewer tools, fewer seats
Messaging, calling, ticketing, CRM, surveys and reporting share one platform and one login per agent, with no separate telephony desk to license for WhatsApp calls.
Speed
Reply times you can manage
Reply time is measured from the first customer message still waiting on a person, so bot messages cannot hide a slow team.
Revenue
Every agent can close
Agents send quotes and payment links from the conversation. Payment closes the deal automatically.
Retention
Service quality feeds account health
CSAT and conversation sentiment roll into each account’s health score, so poor service becomes an early churn warning.
4
ways in: messages, calls, chat, email
1
browser desk per agent
0
call media stored by QuiQSol
What's included
What’s included for contact centres
The difference
What changes with QuiQSol
Without QuiQSol
- Phones, WhatsApp, chat and email handled in separate tools
- Supervisors learn about slow replies from customer complaints
- Call notes and chat history never reach the CRM
With QuiQSol
- One agent desk for WhatsApp, WhatsApp calls, chat and email
- Live reply times and per-agent performance for supervisors
- Every call and conversation logged on the customer record
One desk, every way customers reach you
WhatsApp messages and calls, website chat and email arrive in one queue. Agents see the full customer record beside the conversation, and supervisors see the numbers live.
How it works
From first touch to done, in one flow
Connect
Customers message or call on WhatsApp, chat on your website, or email. Each lands in the same desk.
Route
Availability, business hours and least-busy routing put the customer with the right agent.
Resolve
Saved replies, AI drafts and SLA escalation keep answers fast and on promise.
Report
Volume, reply times and agent performance against the previous period, plus CSAT and NPS.
How it holds up
The rules behind the numbers
WhatsApp call audio flows directly between the agent’s browser and WhatsApp. QuiQSol handles signalling and logs the call, never the media.
WhatsApp reports compare each period with the one before it, so supervisors see direction, not just a number.
Bot messages and broadcasts do not stop the reply-time clock. The customer still needs a person, and the report says so.
In practice: Insurance
An insurance contact centre handling claims and renewals
- 1
Policyholders report claims on WhatsApp or call from the chat. The agent answers in the browser with the policyholder’s record, deals and past tickets on screen.
- 2
Claims tickets carry first-response and resolution SLAs, and escalate before a deadline slips.
- 3
Each month, an NPS survey goes out automatically. Low CSAT ratings and overdue claims tickets lower the client’s health score and alert the relationship manager before renewal.
Why it matters
What a connected contact centre changes
Cost per contact falls, because one platform replaces separate messaging, ticketing, CRM and survey tools.
Supervisors manage with data, because reply times and agent performance are reported per period, automatically.
Service becomes a retention engine, because every interaction feeds the account’s health score.
Frequently asked
Questions about contact centres on QuiQSol
It gives agents one browser desk for WhatsApp messages and calls, website live chat and email, with routing, SLAs, saved replies and AI drafts. Every interaction is logged on the customer’s CRM record, and supervisors get reply-time and per-agent reports.
See Quiq for Contact Centres working on your business
Two months free for growing businesses, no card required. Or see it working on your own use case in a 30-minute demo.