Queue Management System (QMS) — Algeria’s Market-Leading Solution

Overview
Our Queue Management System is a bilingual (AR/FR, with EN optional) platform that orchestrates customer flow across branches, services, and counters—reducing wait time, raising satisfaction, and giving management real-time control. It is widely deployed across Algerian government entities and major private enterprises, making it the country’s most adopted QMS by active installations.

Who uses it

• Public sector: municipal service centers, ministries, prefectures, licensing & civil affairs, healthcare facilities.

• Private sector: banks, telecoms, utilities, clinics, retail & service centers, universities.

What it does (Core Modules)

• Smart Ticketing & Kiosks
  Touch/physical kiosks, QR self-check-in, appointment check-in, priority categories (elderly, pregnant, PWD), configurable services & sub-services, multilingual UI.

• Routing & Prioritization
  Skills-based routing, SLA targets by service, “VIP/priority” rules, dynamic load balancing between counters.

• Counter App (Agent UI)
  Call/recall, transfer, put-on-hold, wrap-up reasons, service time tracking, quick notes, keyboard shortcuts.

• Digital Signage & Announcements
  Waiting-area screens showing now-serving, queue status, marketing content; audio announcements (AR/FR/EN), screen templates per branch.

• Appointments
  Web booking, WhatsApp/SMS reminders, walk-in vs. booked flow, late/no-show handling.

• Supervisor Console
  Real-time view of queues, counters, and SLAs; instant reassignments; branch comparisons; incident flags.

• Reports & KPIs
  Avg wait & service time, throughput, first-contact resolution, SLA attainment, busiest hours, agent productivity, abandonment.

AI-Powered Analytics (Optional)

• Peak-hour forecasting for staffing plans by branch/service.

• Queue time prediction surfaced on kiosks/screens to set expectations.

• Anomaly detection (sudden drops in speed, unusual transfer patterns).

• “What-if” scheduling suggestions (add a counter 10:00–12:00 to keep SLA>90%).

• Cohort insights (appointment vs. walk-in behavior, seasonal demand).

Experience & Accessibility

• Fast, intuitive UI for customers and agents; 2–3 clicks for common actions.

• Bilingual AR/FR everywhere (RTL support) with EN optional.

• Accessible fonts/contrast, audio prompts, priority flows.

Hardware & Integrations

• Hardware: kiosks with thermal printers, ticket dispensers, PoE counter tablets, LED/LCD signage, audio systems.

• Integrations: CRM/ERP (Zoho/others), ID/booking systems, WhatsApp/SMS gateways, payment & feedback kiosks, BI tools (Power BI/Metabase).

• APIs: REST endpoints to push ticket status and pull KPIs into your systems.

Security & Governance

• Role-based access, SSO, audit logs, IP/device policies.

• Encrypted in transit/at rest, daily backups, high-availability option.

• Data residency and on-premise or private cloud deployments for public sector.

Deployments & Reliability (Algeria)

• Multi-branch rollouts with centralized control; works in bandwidth-constrained sites with resilient offline caching.

• Local support team, Arabic/French training, SLAs, and spare-parts logistics.

Typical Impact (after 60–90 days)

• Wait time ↓ 25–45% through better routing & staffing.

• SLA compliance ↑ to 90%+ on priority services.

• Abandonment ↓ via accurate ETAs and appointment reminders.

• Executive visibility ↑ with live dashboards & weekly branch scorecards.

Implementation

1. Discovery & mapping (1–2 weeks): services, SLAs, roles, floor plans.

2. Pilot (2–4 weeks): 1–2 branches, baseline measurement, fine-tuning.

3. Rollout (phased): hardware install, training, dashboards, go-live.

4. Optimize: monthly KPI reviews, AI forecasting, continuous improvements.

Why organizations choose our QMS in Algeria

• Proven at scale across government & enterprise.

• Bilingual by design (AR/FR) with strong local support.

• Data-driven operations via AI forecasting and deep reporting.

• Flexible deployment (on-prem/private cloud) and open APIs.

Result: a calmer lobby, faster service, happier citizens & customers—and leadership finally has the live numbers to manage performance, not just react to queues.