Cloud queue management security competitors can’t match, with compliance built in
WaitWell’s advanced cloud architecture delivers enterprise-grade security and performance and can be easily scaled up or down to meet your business needs.
WaitWell architecture wins every time
Scalable
All capabilities are built into the platform, ready to be enabled or disabled.
Multi-Tenant Database
Every customer has its own secure database, partitioned and isolated from other customer.
Role-Based Access Control (RBAC)
Granular user permissions for agents, managers, admins, global admin, or custom roles.
Configurable Workflows
Unique, customized workflows, ready in days.
Other Queue
Management Platforms
Tedious Customization
Even minor customizations require building new instances of the product.
Single-Tenant Database
Slower, more expensive feature deployment and lag time responding to customer and market needs.
Discretionary Access Control
User permissions are at the discretion of an individual and are not easily monitored.
Generic Workflows
Limited ability for automation unique to business needs.
Our security and performance standards
Redundancy
Our servers run in parallel and replicate data in real time. They’re stored in separate AWS data centers to create geographic separation.
Reliability
If an event affects one data center, servers fail over to a parallel server to ensure continuity of service without disruption to users.
Performance
An elastic load balancer between servers ensures fast, consistent system performance. Dynamic load balancing keeps server loads within an optimal range.
Data Security
WaitWell operates as a multi-tenant database. Each client has its own partitioned and isolated database, separate from any other client.
System Security
WaitWell is SOC2 Type 2 certified and utilizes the latest technology to monitor, scan, and secure the system on a 24-7 basis.
Data Residency
Servers are located across North America to meet data residency requirements.
Software Updates
WaitWell is regularly updated with the latest security and technical tools. New features and enhancements are updated bi-weekly.
Role-Based Access Control
WaitWell utilizes role-based access control (RBAC) with five account types: agent, manager, admin, global admin, or custom.
PII & Data Retention
Data retention and management controls can be customized. Data can be anonymized and you can purge PII any time to delete it from the database.
SSO & MFA
We use SAML to integrate with tools like Azure, ADFS, and more, and offer options for multi-factor authentication and federation with Google and Microsoft.
Consent
We provide a range of consent features to ensure your organization complies with legislation around user consent.
Governance
System and corporate governance is based on the NIST, SOC, HIPAA, and GDPR frameworks. A Trust Center is made available to all customers.
Integrations
WaitWell seamlessly integrates with your CRM, calendar, virtual meeting platform, ERP, marketing automation, and more. You can also create your own branded experiences and workflows with our open API.
Frequently asked questions
Is WaitWell SOC 2 certified?
WaitWell is SOC 2 Type II certified and monitors, scans, and secures its system 24/7. System and corporate governance is built on the NIST, SOC, HIPAA, and GDPR frameworks, and a Trust Center is made available to all customers.
How does WaitWell keep customer data isolated and secure?
WaitWell uses a multi-tenant database architecture in which every customer has its own partitioned, isolated database, separate from any other client’s data. Access is governed by role-based access control (RBAC) with five account types — agent, manager, admin, global admin, and custom roles.
Where is WaitWell’s data stored, and does it meet data residency requirements?
WaitWell’s servers are located across North America to meet data residency requirements. Servers run in parallel and replicate data in real time across separate AWS data centers for geographic redundancy, failing over automatically to maintain service continuity without disruption.
Does WaitWell support single sign-on (SSO) and multi-factor authentication (MFA)?
WaitWell supports SSO and MFA, using SAML to integrate with tools such as Azure and ADFS and offering federation with Google and Microsoft. SSO integration is available on the Enterprise and Campus plans.
How does WaitWell handle personally identifiable information (PII) and data retention?
WaitWell lets organizations customize data retention and management controls, anonymize data, and purge PII at any time to delete it from the database. It also provides consent features to help organizations comply with user-consent legislation.
What uptime and reliability measures does WaitWell provide?
WaitWell runs servers in parallel with real-time data replication and an elastic load balancer that keeps performance fast and consistent. If one data center is affected, servers fail over to a parallel server to maintain service. A Service Level Agreement with uptime commitments is available on the Enterprise and Campus plans.
How often is WaitWell updated?
WaitWell is a cloud-based platform updated regularly with the latest security and technical tools, with new features and enhancements released every two weeks. Because it’s delivered through the cloud, updates apply automatically with no software for customers to install.
Ask questions and see the platform in action
Let us show you why busy, multi-location enterprises are switching to WaitWell.