ElectronicQueueManagementSystem

O rgan i z ed wa i t i n g a r ea , e nhan c ed c u s t ome r e xpe r i e n c e

T h e T e c h n o l o g y C o m p a n y

www.wavetec.comwww.wavetec.com

Wavetec Electronic Queue ManagementSystem (EQMS), redefines customer careto a highly customer centric concept.EQMS tunes up your waiting area sothat your clients have a pleasantexperience throughout by offering themhassle-free and personalized service.

The EQMS system is ideal fororganizations that want to developtheir customer experience as acompetitive edge. A very broad objectiveof our system is to streamline the flowof customers and avoid chaoticsituations. A chaos free environment isthe key to attain the highest levels ofcustomer satisfaction.

This systematic approach towards crowdmanagement gives control to the front-end personnel, thereby empoweringthem to ensure better service. Our stateof the art Reporting Engine equips themanagement with information tomeasure their staff’s performanceagainst service standards for continuousimprovement.

Our audio component for announcementgives flexibility in the choice of language.The content management softwareallows for in-store promotions andbetter customer guidance. WithWavetec’s EQMS you have got –Delighted customers, empoweredemployees and informed management,all translate into increased revenuefrom your business.

3

ARRIVALThe customer walks in and takes a ticket fromour Ticket Dispensing Kiosk, for the particularservice he desires. This allows a very fairprocess of customer service delivery.

1 WAITINGCustomer sits in a comfortable waiting areaavoiding the hassle of standing in long queues.This helps the organization to minimize theactual and perceived waiting times by keepingthem engaged through Donatello, customerscan be exposed to various promotionalmessages displayed on the LCD lobby display.

2 CALLINGThe voice calling accompanied by the blinkingCounter Display Unit (CDU) and Status DisplayUnit (SDU) notifies the customer about his turnand consequently the customer walks to therespective counter.

3 SERVINGThe teller staff has a Teller Station Unit whichinforms them about the category in which thecustomer needs to be served. Once the tellerhas finished servicing, he can press next tocall the next awaiting customer.

4 POST SERVINGRight after the customer is served he can leavehis feedback on Wavetec's Opinion PlusCustomer Feedback Units (CFU) installed at thecounters. CFU helps the organizations toimmediately get customer feedback about theirlevel of satisfaction.

5 MANAGINGManagers/supervisors can monitor theperformance of their staff through the real timereports generated by our strong reportingengine.

6

eQ System is a combination of four

distinct modules. Synchronization

among all the components of eQ

system is maintained through the

application software of reporting.

The Reporting Engine also provides

vital data for efficient management

of your waiting area

1

23

4

Ticket DispenserStatus Display UnitCounter Display UnitTeller Station Unit1

2

3

4

eQ automatically routes customersto their destinations. Each moduleis designed intuitively to make it selfexplanatory and user-friendly forthe customers. Equipped with featuressuch as ability to display foreignlanguage characters and genderspecific audio announcement, helpretain the human element and makeyour visitors feel comfortable.

7

o r gan i z e dTDU LiteT i c k e t D i s p e n s e r U n i t

9

Backlit TDU in brushed steel finish

f e a t u r e s

0001 - 9999 (default ticket range)CUSTOMIZABLE (ticket size and design)PAPER CUTTER (automatic)80mm WIDTH (paper size)TDU LITE (model)

s p e c i f i c a t i o n s

Multilingual (language)220 Volts (power)Thermal (printer)Display (touch screen and full color LCD)Speed (200 mm/sec)Width (20 characters per line)

Size of the tickets canbe

tailoredto

comm

ensurateyourchosenlayout.

Anatta

ched paper

cutter sizes the ticket accordingly as it prints.

. Capability to display multiple categoriesper TDU Lite

. Provision for smart card, magneticcard and bar code reader throughexternal support

. Pre-designed screen templates foreasy personalization of graphics-richuser interface

. Long-life printer capable of fast, highresolution ticket printing

. Multiple TDUs can be installed toaccommodate more service categories

. Easy content management throughuser-friendly ticket dispensing softwareallowing printing of advertisingmessages, logos, date and time

. Multiple screens can be used to informand guide customers through theprocess of acquiring a ticket in anorganized and methodical approach

. Multilingual ticket and display option

. LED backlit user interface

TDU Lite is the result of innovationand uniqueness which is embeddedin the products we develop. TDU Liteis a component designed forcustomer centric businesses, whowant design and usability together.TDU Lite has a bright L.E.D. backlitdisplay with a sleek smart and fitdesign brushed with steel finish. TDULite incorporates with high end, fasterand superior quality printingtechnology. TDU Lite can becustomized accordingly with therequirements to redefine theaesthetics of multi-lingual design.

o v e r v i e w

i n t e r a c t i v eTDU Kiosk- Dual PrinterT i c k e t D i s p e n s e r U n i t

1 1

TDU KIOSK

f e a t u r e s. Enables priority ticket issuing on the

basis of customer informationacquired from loyalty/membershipcards

. The digital interface accommodatesmultiple categories

. Screen saver mood can shoe eyecatching, dynamic promotional mediato captivate the audience

. Multiple navigational screens canbe used to inform and guidecustomers through the process ofacquiring a ticket in an organizedand methodical approach

. With SMS reminder add on product,customers are sent an SMS on theircell phone just before their turn

. Optional magnetic/RFID cardreader/barcode reader interfacesare available

. eQ customer information can beintegrated with third party CRM data(Customization by Wavetec technicalconsultant)

o v e r v i e w

0001 - 9999 (default ticket range)CUSTOMIZABLE (ticket size and design)PAPER CUTTER (automatic)60mm WIDTH (paper size)MULTILINGUAL (language)TDU KIOSK (model)

s p e c i f i c a t i o n s

110 – 220 volts (power)Dual thermal (printer)17 inch Capacitive LCD (touch screen)Radius (body style)OS (windows)

TDU Kiosk is an interactive device which providesan opportunity to interact with customers, promoteproducts and deliver an enjoyable experience.TDU Kiosk is a 15 inch L.C.D. touch screen withsimultaneous support for multiple-languagesbesides priority tickets. Now also available isa new model of TDU Kiosk in 17” capacitivetouch screen. Wavetec’s TDU Kiosk has theability to add and modify infinite number ofcategories, add a card reader or a biometricfingerprint for the ease of customers. Wavetecoffers an advanced, kiosk based touch screenticket dispensing unit with two redundant auto-cut printers, that is, in case if one printer runsout of paper the device automatically switchesto the other printer to keep the operationsrunning. The printers are manufactured anddesigned to switch automatically, as the customerflow increase. Wavetec uses Fujitsu Thermalprinters which are environment friendly.

v i s i b l eSDUStatus Display Unit

LED based, wall mounted 2 line SDU

13

f e a t u r e s. Strategically mounted in waiting areas,

lobbies, hallways etc. to direct the crowdtowards service counters

. Flashes ticket numbers to be servedalong with their respective servicecounters

. Optional direction arrows promptcustomers towards service counters

. Available in various configurations tocorrespond to waiting areas of any size

. Multiple SDUs can be installed at differentlocations in a single facility to displaysimilar or disparate information

. Display effects include scrolling fromany direction and flashing for apredefined time period

. Information can be displayed in differentlanguages, one after the other, for amultilingual audience

. Shows promotional messages in idlestate

. Cube SDU as an extension is alsoavailable for clients who want to displayother information using LED displays

To ensure that the waiting customersdon't miss their turn, the ticket numberis flashed on a display along with anaudio chime. This is followed by anaudio announcement in a male/femalevoice and in the preferred language ofthe client. New voices and melodies canbe uploaded using the provided software.The status display unit can be of 1 to4 lines and is a Tri-color L.E.D baseddisplay with the option to display scrollingmessages and directional arrows. OurSDU has the capacity to display variouslanguages including English, Arabic,French, Spanish etc.

overview

SDU-A02* - Dual line LED SDUDOT MATRIX, MULTICOLOR (display)16x64 DOTS (resolution per row)160(H)x550(W)x110(D) (dimensions in mm)121x486 (display area per line)MULTILINGUAL (language)

*Multiple lines of SDUs can be grouped together as per requirement. The ticket information will be displayed from latest(first line) to earliest (last line)

s p e c i f i c a t i o n s

550mm

100m

m

160m

m11

0mm

160m

m

DonatelloD i g i t a l S i g n a g e S o l u t i o n

15

Donatello - Digital Signage Solution

f e a t u r e s. Flexible template design and scheduling

– reflect your brand

. Live TV Streaming - entertainment

. High Definition Videos & Images – tokeep customers informed. You can alsouse this to inform about your business,new offers, or simply inform them aboutchanges

. Centralized real time updates – toconnect with queuing, display ticketnumbers being served

. Media content can be automaticallysynchronized and updated on displaythrough a central web-based serverover LAN/WAN or through USB Flashdrive

. RSS Feeds, Financial Tickers, etc – industryspecific information

. Donatello is available in horizontal andvertical display option

INTERNAL STORAGE (4GB)MEDIA TYPE (Multiple)MEDIA RESOLUTION (1024 x 768)AUDIO STEREO (1080 P)INTERFACE (LAN and Wi-Fi interface with EQMS)DIMENSIONS (L:100 mm x W:105 mm x 27 mm)

s p e c i f i c a t i o n s

o v e r v i e wMultimedia Controller converts your lobbyL.C.D. screen into status display unit(SDU). This advanced status display unitprovides high resolution full color graphicsfor ticket calling. This helps theorganization to keep their customersengaged while waiting for their turnand reduce their perceived and actualwaiting times. The organization can alsoenhance their sales by exposing thewaiting customers to advertisementsand promotional messages.

engage

managedCDUCounter Display Unit

Wall Mounted CDU

f e a t u r e s

17

. Wall mounted, desk fixed orsuspended from the cei l ing

. Displays the ticket number to beserved

. Ac t i va ted when the serv i cerepresentative hits the next button

. Remains activated for a defined timeperiod to save power

. When the counter is inactive, CDUdisplays “OFF” or any other customizedmessage

. Display effects include scrolling fromany direction and flashing for apredefined time period

. Labeled with counter number foreasy identification

. Information can be displayed indifferent languages, one after theother, for a multilingual audience

. Available in Wired, Wireless andCentral Power modules

. TCP IP and RS 485 available

CDU-A02-3 (model)DOT MATRIX, MULTICOLOR (red, green, Amber, white, blue) (display type)16x48 DOTS (Resolution)75(H)x230(W) (display area)MULTILINGUAL (language)122(H)x360(W)x50(D) (dimensions in mm)

s p e c i f i c a t i o n s

263mm

122m

m

22-41

mm

CounterNumber

97mm

o v e r v i e wThe counter display unit notifies waitingcustomers of the counter number andthe ticket being served on each counter.The installation can be done throughvarious techniques like wall mountedCDU’s, desk fixed or suspended fromceiling. We also offer wireless CDU’swhich are usually a requirement ofcompanies that emphasize on the interiordecoration of their branches. CDU’s arealso available in different colors suchas white and blue.

Wireless CDUC o u n t e r D i s p l a y U n i t

f e a t u r e s

19

Wireless connectivity minimizes cablingfor easy setup

. Wall mounted, desk fixed or suspended fromceiling

. Wireless 802.15.4 standard signal strength

. Communication baud rate 115Kbps wireless

. Tri-Color support for text (Orange / Green / Red)

. Capability to display dual language counternumbers

. Messages storage capacity 50 characters permessage

. 50 wireless CDU nodes

. Wireless communication a. Range 30 meters in case of urban area b. Range 80 meters in case of line of sight

. Signal strength indication at startup

. Auto detection of wireless or wired interface

. Screen size 48 X 16 pixels

. Display effects include scrolling from any directionand flashing

. One frame close counter message in any language

. Ticket numbers can be called in English andArabic. Other languages are also available fromWavetec representatives

enhan c e

CDU-A02-3 (model)DOT MATRIX, MULTICOLOR (red, green, orange)16x48 DOTS (Resolution)75(H)x230(W) (display area, extendable)122(H)x350(W)x22-41(D) (dimensions in mm)

s p e c i f i c a t i o n s

263mm

122m

m

22-41

mm

CounterNumber

97mm

o v e r v i e wThe counter display unit notifies waitingcustomers of the counter number andthe ticket being served on each counter.The installation can be done throughvarious techniques like wall mounted,desk fixed or suspended from ceiling.We also offer wireless CDU which isusually a requirement of companiesthat emphasize on the interior decorationof their branches.

21

c o n v e n i e n tSoft TSU

. Shows the average wait-time of customersin the current category

. Displays customer information to the telleras acquired from their loyalty /membershipcard or CRM using TDU Smart KIOSK

. Teller can define multiple services (mattercodes) against a single ticket for a customer

. Supports multiple workflows allowingcalling from single or multiple categories

. Sequential and random calling of customers

. Notifies teller via popup when a ticket isgenerated

. Auto transfer option transfers the customerbased on pre-configured queuing workflow

. It supports centralized architecture

. It integrates with LDAP using windowsactive directory

. Multilingual Support

. Input of unique customer reference numbereQ customer information can be integratedwith third party CRM data

Soft TSU

A u t o m a t e d T e l l e r S y s t e m

o v e r v i e w

The Soft TSU is a software with allthe functionality of the Teller StationUnit (TSU). Soft TSU saves the spaceon the desk of your staff, makingroom for things that they need toserve better. Soft TSU is installed ona PC or a tablet, whichever deviceyour environment supports for yourstaff. Your staff can perform all thecustomer service functions such ascall, serve, pause, transfer and finishfrom this unit.

f e a t u r e s

23

c e n t r a l i z e deQ ReportingC e n t r a l R e p o r t i n g S o f t w a r e

eQ Central Reporting Software

?

Are my customerswaiting longerthan they should?

How manycustomers didwe serve today?

?

?

?Have the resourcesbeen allocatedefficiently tominimize wait timeand maximizeproductivity?

What is theaverageservicetime?

o v e r v i e w

EQMS Central Reporting Solution(CRS) is an extension of the businessintelligence toolkit built into allWavetec Solutions. CRS gives yourorganization the ability to analyzeservice quality and performancedata in real time from a centrallocation. This feature enables themanagement to compare data ofall their branches to check on servicequality levels.

The powerful reporting engineprovides detailed graphical andtabular summary reports enablingtop management to view live datatrends and make well informeddecisions to improve service quality.The data can be accessed fromanywhere in the world over aninternet connection. EQMS CentralReporting Software is an idealsolution for organization to streamlinetheir performance across a largeand a busy operational network.

. Live dashboard show real time performancesummary

. Service monitoring tracks service at allbranches and can be customized to provideinformation based on the user access levels

. Business reporting generates performancetrends

. Data comparison benchmarks data acrossbranches

. Smart design for branch, regional andcompany data

. Web based viewing across operationalnetwork

. Data exportability into all standard fileformats such as PDF, Excel or can be copiedto an e-mail. The software also supportsmultiple database software

. Multilingual real time reports andmonitoring

. Multiple database support Oracle 11g andMS SQL server

f e a t u r e s

c o l l e c t i o nBranch Reporting

25

Branch Reporting

Every branch which has Wavetec’s EQMSinstalled is provided with a powerfulbranch reporting software. This softwarebasically gives real time reports to themanagement about the current servicequality levels in the branch, such as thenumbers of customer served/waiting,average waiting/serving time, etc. thesoftware then compiles all this data inpre-defined reporting formats for themanagement to analyze. These reportsinclude a front line staff efficiency reports,indications of peak hours repot and adaily activity report which summarizedall the data of that particular day.

O v e r v i e w. Real time performance reports available

. Monitor current service quality levels at eachbranch

. Smart design for branch data

f e a t u r e s

27

C u s t o m e r F e e d b a c k U n i t

Opinion Plusmeasure

o v e r v i e wCustomer service can be improved ifyou are ‘Listening to your customer’. Formaximum care for your customers anda feedback from tem in real time –Wavetec’s Opinion Plus is the perfectsolution. It enables you to easily createand publish customized professionalpolls and view your customer responsesin real time from a centralized location.

M e a s u r i n g C u s t o m e r F e e d b a c k

. Promotional video player during idle time

. Flexible reports and real time dashboards

. Wireless connectivity for feedback recording

. Multi Lingual User Interface

. Centrally Updatable

. Create Customized Polls using Poll Designer(PowerPoint Plug-in)

. Multiple Poll Scheduler

. Filter Criteria

. Works in Standalone Mode as well

. Seamless Integration with Wavetec’s EQMS& Donatello

F e a t u r e s

. Measure customer satisfaction in real time

. Visibility of commitment to service improvement

. Monitoring of key service experience indicators

. Feedback trend tracking

. Availability of Strategic reports

. Benchmarking your branches

. Monitor and measure employee performance

B e n e f i t s

The Active Controller was created to provide a single pointof connectivity for all queuing needs; it features an inbuiltActive Hub, Active Amplifier, DB Storage, Local Area NetworkConnectivity

The eQ Active Controller is the brains of the entire EQMSSystem. Active Controller is a Linux based Queuing Serverproviding extensive functionality and robust operations fordemanding environments

This is a keyboard based ticket calling device and it allows the C.S.R. to control service – Next, Wait,Transfer, No-Show, etc. The L.C.D. display on the hard TSU keeps on giving constant information likeclock wait, reminder blinks, etc.

Hard TSU – Te l le r S ta t ion Uni t

e Q A c t i v e C o n t r o l l e r

T i ckets on the GoCustomer can receive their tickets by sending an SMS to our system. In response, the systemsends an SMS-Ticket which includes the following information:• Ticket Number• Average Waiting Time• Average Service Time• Approximate Customer Approach Time

Web based Appoin tment

With the help of our Advanced Web Bases Appointment Feature,customers can now book their appointments online before arriving atthe branch. This helps the organization and the customers by reducingactual and perceived waiting time.

Pre-arrival Arrangements

LAN/WiFi Network

LAN/

WiFi

LAN/W

iFi

LAN/WiFi

LAN/WiFi

LAN/WiFi

LAN/

WiFi

LAN/

WiFi

0123 07 0192 06 0191 05 0106 04

03

113

LCD-SDU

Video

Dual PrinterTDU Kiosk

99

5VDC

Reporting Software PC

eQ Active Controller

CDU-CounterDisplay Unit

CDU-CounterDisplay Unit

Software Teller Station Units

Client PC Network

WirelessTransmeter

CDU-CounterDisplay Unit

STSU 2STSU n STSU 1

Media Controller

Power

12VDCAdaptor

SDU-Status Display Unit

Cat5e patch cable

USB cableCeiling mounted speaker 8 (ohms)

Optional Amplifier speaker

Amplifier

VGA Cable

100-240VAC

LAN RJ45 RJ12

Wireless System Network Diagram

29

We are present in more than 60 countries with our Information Display solutions installed

at more than 17 leading financial markets in the world. More than two million people

pass through our Customer experience management solutions throughout the globe.

Our rapid expansion and exponential growth is simply fueled by our hunger to be the

best. We provide a set of complementary hardware and software products that form

a comprehensive solution for your business. Our clients include financial institutions,

stock exchanges, banks, hospitals, public institutions and foreign currency exchanges

worldwide.

The information contained in this catalogue is subject to change without notice. Wavetec

reserves the right to change specifications and does not guarantee reproducing the

exact products as in this catalogue.

Wavetec Global Presence

Wavetec FZCO (Head Office)Light Industrial Unit # 9, Dubai Silicon Oasis,

P.O. Box 341133, Dubai, United Arab EmiratesTel. +(971.4) 326.3193Fax. +(971.4) 326.3192

w w w . w a v e t e c . c o m

Americas & Europe

ArgentinaCanadaChileGermanyIrelandSpainUnited KingdomUnited States of AmericaMexicoColumbiaSurinameRussiaGeorgiaPolandBrazil

Australisia

AfghanistanAustraliaBangladeshChinaIndiaPakistanPhilippinesSrilankaJapan

Middle East

BahrainIraqJordanKuwaitLebenonOmanPalestineQatarSaudi ArabiaSyriaUAEYemen

North Africa

AlgeriaEgyptLibyaMoroccoSudanTunisia

Rest of Africa

EthiopiaGhanaKenyaMalawiMauritiusNigeriaRwandaSenegalSeychellesTanzaniaUgandaDjiboutiDemocratic Republic of CongoBeninTogo

Southern Africa

BotswanaSouth AfricaSouth SudanZambia

www.wavetec.comDUBAI KARACHI LIMA LONDON NAIROBI RIYADH SANTIAGOWavetec products are available in more than 60 countries across the globe, for inquiry contact your nearest Wavetec distributor