SUO are management systems for queue: buyers and requirements

Management systems for queue it is the hardware and software systems used for flow control of visitors used in organizations of mass service. Each person, at least once took their talonchik with number in lives, and sat down to wait for the queue, being guided by a board a call of the operator, doctor or official.

In Russia these systems long time were the solutions implemented within other, more large-scale projects of system integration. However, during 2008-2009 they began to be made out in the independent business direction. The reason for that became differentiation of requirements of the enterprises which is noted for a long time. In the conditions of economic changes of the last years of an e-queue system (SUO) became that simple, clear and inexpensive sentence which found success in the market.

The majority of domestic software products of the class "electronic queue" were formed in a subsoil of the system integrators or firms which are engaged in creation of the integrated equipment - just offered them to clients as one of positions. However, in process it became clear that the potential size of the market of e-queue systems is wider than any other direction of informatization, and then vendors hurried to select them in the separate directions, with the production and marketing.

Competition

Pacing factors of the competition in the market of management systems for queue now are in delivery conditions (time and possibilities of development of the solution, a term of service, the offered equipment, possibilities of customization, etc.), and also the prices. On functional characteristics of solutions the competition practically does not go. Case in volume process the automated SUO is enough Constantin therefore, products of the leading vendors, being in a maturity, are approximately equal on functionality and other requirements. The distinction goes only in the innovation functions, like integration with SRM systems, remote record on the Internet, SMS interfaces. And that, these advantages are dolno quickly copied by competitors.

Also, industry customization of a system can be competitive advantage of the solution. Such approach practices the company Damascus offering candidate solutions for the multifunction centers of providing public services, banks, insurance companies, etc.

In the market there are two models of implementation of SUO:

• on the basis of the original equipment by forces of direct representatives of the company,
• on the standard equipment by forces of partners. The second model is more rational as at the current prevalence and availability of the SUO hardware elements (infomats, plasma display panels, indicating panels) to carry something from Moscow, for example, to Krasnoyarsk it is represented some luxury.

In this light the development of a partner network becomes significant advantage of vendor. Partners (most often it is regional system integrators), provide to vendor of e-queue systems a covering of territories that influences terms of development of the solution and level of service. For today the most widespread partner networks the companies Damascus, Q-Matic and "have MTG. Business solutions" in the CIS.

Buyers and requirement

It is necessary to tell that the need for optimization of a flow of visitors one of the most obvious in the market. The chaos, confusion and the conflicts in the hall of service – is more than evident problem. Suffer from it only visitors, the cart also nowadays would remain there, but on – essences, the organization suffers from the disordered queue as well as the clients staying in it. Therefore, the need for a management system for queue appears in any organization where the flow of visitors exceeds 100 people a day.

The e-queue system, at due use, helps to solve the following problems:

• To evenly distribute a flow of visitors on time during the day, and to operators
• Reduce holding time of one visitor and increase efficiency of divisions it engaged
• Solve a problem of informing visitors, having saved the employees from need to answer numerous and uniform non-core questions
• Calm and call to order the expecting clients
• Show to the public customer focus and civilized approach to service
• Receive the operational authentic reporting on demand of these or those services, on employee performance and the movement of a flow of visitors.

Special interest in e-queue systems the last year public institutions of all levels are shown. Implementation of the similar systems allows them to show visible results of upgrade and movement towards electronic provision of services.

The sign of the end of crisis is increase in demand for management systems for queue from commercial structures – banks, insurance companies, the organizations of the telecommunication sector. Those, for whom an electronic queue it not only means of increase in a customer loyalty, but also the management tool efficiency.

Now the total amount of the market is estimated by participants around 6 thousand jobs a year and tends to increase. This market has all signs of growth: there are new clients, sales volumes on clients grow, distribution and infrastructure develops. All vendors have enough place so far. In the near future factors, promoting decrease in need for these systems are not expected unless the mythical second round of crisis will reduce demand among commercial enterprises or the electronic government will save us from queues at all.