Customers no longer have to wait on hold at random. With the 'virtualQ' waiting service, they can check the current waiting time in the service center via app, web or announcement on the line and queue up virtually. When it is the caller's turn, they are informed via SMS, for example, and can call directly without being put on hold; they are then prioritized and put through directly to the agent. Callers can therefore plan and make better use of their waiting time, while the call center can improve its capacity utilization and reduce connection costs.