Released on: March 20, 2008, 2:48 am

Press Release Author: Netcall

Industry: Telecommunications

Press Release Summary: Flower and gift company opts for network-hosted queue
management system based on Netcall's QueueBuster

Press Release Body: Cambridge UK - 20 March 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.



Richard Metson, 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.



Mark Gregory, call centre solutions product manager, Cable&Wireless said:
"QueueBuster proved its value during a key business period for Interflora.
Netcall's application fits well with our contact centre portfolio, helping customers
enhance their brand while reducing costs and contributing to revenue generation."



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.

EDITORS 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.

Visit www.netcall.com for more information.

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 http://www.cw.com



For further press information contact Danny Whatmough, Wildfire PR, 020 8339 4420 or
netcall@wildfirepr.co.uk



Web Site: http://www.netcall.com

Contact Details: Danny Whatmough
dannyw@wildfirepr.co.uk
020 8339 4426