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Presence includes Video Interactions in its Multichannel All-In-One Suite

With this addition, VideoCall is fully integrated as an additional content-rich contact channel with customers.
It is seamlessly integrated into Presence Suite's Contact Centre solution or existing PBX systems for routing, distribution and tracking of inbound VideoCall interactions with customers.


Johannesburg, 30 Jul 2015

Presence Technology, the multichannel solutions provider for Contact Centres, has added Video interactions to the Multichannel All-In-One Suite.

Presence Video Interactions module features a wide array of available points of contact for customers, including initiating video-enriched VOIP calls from corporate Web sites, video kiosks, and 3G/4G videocalls.

Presence Video Interactions features and audio-Video split mode that has the advantage of allowing Presence client to leverage existing call treatment, IVR and routing strategies configured in Presence Suite to distribute the interaction across available, suitable agents, preventing the need to develop these mechanisms specific to this channel. It also allows Contact Centre agents to use the same phone device they use to service regular inbound calls.

It can be deployed as an fully integrated module with Presence Suite platform and also as a stand-alone, easy to integrate functional module with existing PBX/ACDs, extending its customer contact capabilities.

"Video call addition to the Presence Suite corresponds to our effort to innovate and deliver the most up to date technology to our clients. Video is a communication channel that will be employed broadly by organizations in the near future and we needed to be prepared," Says Alfredo Gonz'alez, Product Director for Presence Technology.

Presence Suite Video Interactions improves customer experience and increases conversion rate in inbound sales. The customer keeps full control of the they want to send, having the ability to select Voice-Video or just Voice, even dynamically during the course of the interaction, letting the customer decide, hence reaching higher levels of customer engagement and loyalty enhancing customer experience.

More information in: http://www.presenceco.com/en/company/call-center-software/video-interactions.html
http://www.presenceco.com/en/component/edocman/?task=document.download&id=217

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Presence Technology

Presence Technology is a worldwide leading provider of multi-channel contact centre solutions that enable contact centres to optimise resources and improve communication process efficiencies. Designed to work as a standalone solution or in tandem with an existing PBX, Presence simplifies communication between businesses and their customers, reducing the need for costly equipment changes or upgrades. Presence solutions are consistently recognised for quality and innovation, most recently receiving TMC awards for Unified Communications Product of the Year and Communications Solutions Product of the Year. Presence has a portfolio of global clients serviced by a team of highly skilled professionals, and a network of strategic partners in North America, Latin America, Europe, and Africa supporting their efforts around the world.

For more information: www.presenceco.com

Editorial contacts

Genoveva Parra
Presence Technology
gparra@presenceco.com