Product Updates 2024 Recap

Before we head into 2025, we want to look back at some of the key updates and features we've introduced over the past year, making our products and solutions more powerful, seamless, and easier to use - all with the help of our clients and their valuable feedback.

We are proud to see that so many new clients are choosing Qmatic and our cloud-based platform, Qmatic Experience Cloud, where the number of new clients has increased by over 143%. In 2025, we will continue our commitment to creating truly excellent customer experiences and launch an array of new products and features to help our clients better manage customer flows, increase accessibility, and improve customer and employee experiences.

Here are some of the main product highlights from the past year.

New lineup of Check-in Kiosks

In February, we expanded our Certified Hardware assortment and added a new lineup of Check-in Kiosks. The new Check-in Kiosks from Elo, a leading supplier of interactive touchscreen solutions, are equipped with the latest and most advanced technologies to meet the evolving demands of modern businesses, offering exceptional ease of use, flexibility, and quality. 

Learn more about our certified hardware

Faster and more intuitive online booking experience

This year, the Online Booking page in Qmatic Experience Cloud received several updates and improvements. We introduced a new layout and made visual enhancements to create a more relaxed and user-friendly experience so that your customers can quickly schedule appointments with minimal distractions. Additionally, we optimized the performance of the Online Booking page and made it even faster to further streamline the booking process.

Appointment Summary Cart: A new appointment summary cart was introduced to give customers who book appointments a clear and organized view of their selections. This makes it easier for them to add or modify the number of services with just a few clicks before confirming their bookings.

Confirmation Page: We developed a new confirmation page that provides customers with a clearer overview of their booked appointments after completing the booking process. Additionally, we added a new print option, allowing customers to conveniently print their appointment confirmation if necessary.

Read more about the improvements here

Estimated Wait Time in Mobile Ticket

To improve the waiting experience, we introduced a new feature in Mobile Ticket: Estimated Wait Time. Customers can now see the estimated wait time for each service directly in Mobile Ticket while they wait. This helps them plan their time more effectively, reduces uncertainty, and enhances the overall experience with your services.

The estimated wait time is calculated for each individual customer and is based on the number of open counters, user's work profiles, customers being served, service duration, number of people waiting, and other metrics to provide accurate wait time estimations. The estimated wait time can be displayed both in your list of services and above the customers' ticket number.

Learn more about Estimated Wait Time

Focus on accessibility

We've put a lot of effort into enhancing the accessibility features in our products and solutions this year. We introduced a new Assist Button to our certified Check-in Kiosks that makes visits smoother and more inclusive by offering an easy way to call for assistance. In addition to the physical button, an assist button can also be added to the kiosk screen.

Additionally, we enhanced the Online Booking experience by resolving accessibility issues identified to meet WCAG 2.2 standards. This included adding descriptive labels to ensure better screen reader compatibility and enhanced readability for all users.

Read more about accessibility at Qmatic

Two-way sync for Outlook Calendar

In May, we introduced two-way sync between Outlook Calendar and Qmatic Experience Cloud, enabling users to sync their Outlook calendar with appointments in Qmatic Experience Cloud and keep track of appointments across platforms. As soon as an appointment is booked or updated on one platform, all your changes will be reflected immediately on the other to stay organized. This ensures that your Online Booking page is always up to date, and customers can only book appointments with specific staff members based on their availability.

Learn more about our Outlook Calendar Integration

Introducing Qmatic Device Management

In June, we launched Qmatic Device Management, a new managed device service to provide care-free management and support for all Qmatic Certified Hardware devices. With QDM customers can get the most value from their Qmatic Certified Hardware by keeping them up-to-date and secure with scheduled updates, proactive monitoring, and remote assistance. This ensures that all hardware is secure against vulnerabilities and performs optimally throughout its lifecycle.

Discover Qmatic Device Management

Service-based permissions

With Service-Based Permissions, Qmatic Experience Cloud automatically filters out irrelevant appointments and resources, ensuring that staff only view information relevant to the services they provide. This helps them focus on their work without unnecessary distractions while enhancing security by limiting access to service-specific information.

Learn more about Service-Based Permissions

Improved navigation in Serve 

During the fall, we made several improvements to make it easier for staff to quickly access the things they need when calling and serving customers.

Default Language Settings: A new convenient option that allows you to set a default language for visits, making it easier to see this information directly on the Call Card.

Ticket Management: Staff can now perform several actions on tickets moved to "My Pool." In addition to calling the customer, you can now transfer them back to a queue or remove the visit altogether.

Improved Waiting Time Display: The current waiting time is now displayed on the Call Card, providing better information at a glance.

Overdue Time: A new metric for appointment-based visits. Overdue Time lets you see how much time has passed since a customer’s scheduled appointment, helping staff prioritize customers with the longest delays.

Learn more about the improvements in Serve

Advanced Working Profile Access Management

With advanced User Mapping functionality in General Admin, you can now configure user access to specific operational environments in Serve, such as Service Points/Counters and Working Profiles, ensuring everyone works within their assigned areas. This feature provides complete control over user access and assignments, enabling staff to focus on their relevant tasks and ensuring that the operational workflows are secure.

New SMS provider supported: CM

Qmatic Experience Cloud now supports CM as an SMS service provider Cloud. In addition to CM, we also support Infobip and MessageBird for sending SMS messages to customers. If you don’t have an SMS service provider, we can always set it up for you without the need for local SMS gateways with Qmatic Messaging Services.

Learn more about our Messaging Services

Thank you for being part of our journey this year. We look forward to even more innovation in 2025!

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