What queuemetrics does

QueueMetrics is a call center monitoring and workforce management software product developed and operated by Loway, a privately held Swiss company headquartered in Stabio, Switzerland, and in continuous operation since founding in 2004. The platform provides real-time visibility into inbound and outbound contact center operations, measuring agent productivity, working time, payroll, sales targets, and conversion rates through a library of more than 200 metrics, customizable wallboards, live alarms, and supervisor intervention tools (whisper, spy, and barge monitoring). It is purpose-built for Asterisk-based and Freeswitch-based telephony environments with official compatibility for FreePBX, Yeastar S PBX, Grandstream UCM, Issabel, FusionPBX, VitalPBX, and MiRTA PBX, and ships with a built-in WebRTC softphone, a quality tracking tool, and native integrations with Salesforce and Vtiger CRMs.

The product is delivered through two distribution models: QueueMetrics-Live, a hosted SaaS service targeting enterprises that prefer managed infrastructure, and an on-premise software package targeting mid-market organizations that self-host on their PBX. A Microsoft Teams integration module called QueueMetrics for Teams extends coverage into Teams-based contact center deployments. Sales motion combines direct engagement (free trial requests, sales-led quotes) with a global network of authorized resellers, supported by content marketing through a website, blog, video tutorials, and product tours. Pricing is not publicly disclosed; customers describe the platform as affordable, and contracts are quoted on a monthly billing cadence for cloud subscriptions and as one-time licenses for on-premise deployments.

QueueMetrics derives revenue from recurring cloud subscriptions, one-time on-premise software licenses, and ancillary training and support services, with no venture or private equity backing disclosed under the parent Loway entity. The customer base spans thousands of companies across varied sectors (logistics, telecommunications, technology consulting), with named references including Aramex International, Onecell Holdings, Project Resources Group, and Evariste Systems operating across the USA, Middle East, and Africa. The company has no reported acquisitions, no funding rounds, and no public leadership disclosures in the source data.

Name

queuemetrics

Legal name

QueueMetrics (product of Loway)

Website

https://queuemetrics.com

Company type

Private

Founded year

2004

Operating status

Operating

Short description

QueueMetrics, a product of Swiss operator Loway, provides real-time call center monitoring and workforce management software for Asterisk and Freeswitch-based PBX systems. It delivers 200+ metrics, customizable wallboards, and CRM integrations to contact centers worldwide via cloud and on-premise deployments.

Ownership category

akta.pro rank

Headquarters

HQ city

Stabio

HQ country

Switzerland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations

Revenue model

1. QueueMetrics-Live Cloud Service: Subscription-based cloud deployment of QueueMetrics providing hosted call center monitoring capabilities with managed infrastructure
2. On-Premise Software License: One-time or subscription licensing model for on-premise deployment of QueueMetrics software for FreePBX, Yeastar S PBX, Grandstream UCM, Issabel, FusionPBX, VitalPBX, and other Asterisk/Freeswitch distributions

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels4 records

Core offering

QueueMetrics is a call-center monitoring, analytics, and reporting suite for Asterisk-based PBX environments, delivering real-time and historical insight into queues, agents, campaigns, and service levels. It is available as licensed on-premise software or as a hosted cloud service (QueueMetrics-Live), and includes a dedicated offering for Microsoft Teams contact-center deployments.

Product overview

QueueMetrics is a unified call center monitoring and workforce management platform offering both cloud-hosted (QueueMetrics-Live) and on-premise deployment options. The core product provides real-time visibility and analytics for contact centers, supporting over 200 metrics, customizable wallboards, and monitoring features. The platform integrates with Microsoft Teams through a dedicated module (QueueMetrics for Teams), and is compatible with various Asterisk/FreeSwitch-based PBX systems including FreePBX, Yeastar S PBX, Grandstream UCM, Issabel, FusionPBX, and VitalPBX.

Differentiator

Problem solved

Functional benefit

Products and services

• QueueMetrics (On-Premise Edition) Licensed on-premise call-center monitoring and analytics suite for Asterisk-based PBX environments, providing real-time and historical reporting on queues, agents, campaigns, and service levels for contact-center operations teams.
• QueueMetrics-Live Cloud-hosted SaaS edition of QueueMetrics that delivers the same real-time and historical call-center analytics as the on-premise product, targeted at Asterisk-based contact centers that prefer a managed subscription deployment.
• QueueMetrics for Teams Dedicated QueueMetrics analytics offering for Microsoft Teams contact-center deployments, extending the platform's queue, agent, and SLA reporting capabilities to Teams-based telephony environments.

Quantifiable outcome

• 200+ different metrics available for contact center measurement
• +2 more outcomes

Named customers4 records

Segments3 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

Feature8 records

Partnerships

Ten partnerships are on record, tiered core and strategic.

• FusionPBXcoreTechnology or IntegrationFusionPBX is an open-source multi-tenant IP phone system that is officially compatible with QueueMetrics for call center monitoring. QueueMetrics supports FusionPBX deployments as one of its primary on-premise deployment targets.
• GrandstreamcoreTechnology or IntegrationGrandstream networks and their UCM series IP PBXs are officially supported by QueueMetrics. Grandstream is listed as a primary compatibility partner alongside Asterisk-based systems.
• MiRTA PBXcoreTechnology or IntegrationMiRTA PBX is an Asterisk-based telephony platform officially compatible with QueueMetrics for real-time call center monitoring.
• FreePBXcoreTechnology or IntegrationFreePBX is one of the most widely deployed Asterisk distributions and is officially supported by QueueMetrics as a primary on-premise deployment platform.
• Yeastar S PBXcoreTechnology or IntegrationYeastar S Series PBX systems are officially compatible with QueueMetrics for call center monitoring and agent management.
• IssabelcoreTechnology or IntegrationIssabel, formerly known as Elastix, is an open-source unified communications platform built on Asterisk that is supported by QueueMetrics.
• VitalPBXcoreTechnology or IntegrationVitalPBX is an Asterisk/Freeswitch-based PBX distribution that is officially compatible with QueueMetrics for contact center monitoring.
• SalesforcestrategicTechnology or IntegrationQueueMetrics integrates with Salesforce CRM, enabling call center agents to access customer data during calls and sync call records with Salesforce for comprehensive customer interaction management.
• VtigerstrategicTechnology or IntegrationQueueMetrics offers native integration with Vtiger CRM, allowing call center operations to leverage customer data within the monitoring platform and synchronize call records.
• Global Reseller NetworkcoreChannel Partner/ Reseller/ DistributorQueueMetrics maintains a global network of authorized resellers who distribute, implement, and support the software in local markets. The company has a dedicated resellers page and partner program.

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• VICIdial: VICIdial is an open-source contact center suite that, like QueueMetrics, is built around Asterisk and includes its own real-time agent monitoring and reporting. It competes head-to-head in the Asterisk-based call center monitoring category, particularly for cost-sensitive deployments.
• 3CX: 3CX is a PBX platform with built-in call center features (queues, reporting, wallboards) targeting SMB and mid-market customers. It competes directly with the FreePBX/Issabel segment where QueueMetrics serves as the monitoring layer, and bundles similar reporting capabilities.
• Sangoma (FreePBX parent): Sangoma owns FreePBX, the most widely deployed Asterisk distribution and a core QueueMetrics deployment target. While Sangoma provides the PBX itself, its commercial UC suite and reporting features compete for the same monitoring/analytics budget that QueueMetrics serves.

Broad incumbents

• Genesys: Genesys is a leading contact center platform with deep workforce engagement, quality monitoring, and real-time analytics. While it operates at a much broader scale (cloud + on-premise) than QueueMetrics, it competes for the same enterprise call center monitoring/analytics budget.
• NICE inContact (CXone): NICE CXone is a broad cloud contact center suite with comprehensive workforce optimization, quality monitoring, and real-time analytics. It competes with QueueMetrics at the analytics/WEM layer but serves a much wider customer base across cloud-native deployments.
• Five9: Five9 is a major cloud CCaaS provider offering real-time and historical reporting, supervisor monitoring, and analytics. While it does not target Asterisk specifically, it is a competitor for the same call center monitoring spend and increasingly serves organizations moving off legacy PBXs.
• Talkdesk: Talkdesk is a cloud-native CCaaS platform with built-in real-time dashboards, quality management, and workforce engagement. It competes for the broader contact center analytics budget and represents the cloud-native direction the industry is heading.
• Avaya: Avaya provides enterprise contact center solutions with extensive real-time and historical reporting, ACD/IVR monitoring, and workforce optimization. It competes with QueueMetrics at the monitoring/analytics layer, especially in larger organizations running Avaya Aura/AACC environments.
• 8x8: 8x8 combines UCaaS and CCaaS with contact center quality management and analytics features. It competes for the same real-time monitoring use case as QueueMetrics, particularly for mid-market customers standardizing on a single cloud communications platform.
• Aspect Software (now Alvaria): Aspect/Alvaria provides enterprise contact center solutions including workforce optimization, quality monitoring, and real-time analytics. It competes with QueueMetrics at the WEM/analytics layer for larger organizations with legacy on-premise deployments.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/QueueMetrics

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about queuemetrics