Subscribe
  • Home
  • /
  • CX
  • /
  • New version 10.2 of Presence Suite increases multichannel scalability and captures contact centre VOC

New version 10.2 of Presence Suite increases multichannel scalability and captures contact centre VOC

This new version of the multichannel Presence Suite extends its Unified Instance Manager architecture capabilities and incorporates new functionalities to improve the client relationship.


Johannesburg, 05 Dec 2016

Launching of the new Presence Suite 10.2 version gives development continuity to its innovative Unified Instance Manager architecture, meeting the needs of multichannel growth and doubling the digital channel's management capacity.

In addition, this new version optimises the unattended auto-dialling system without agents. Presence Robodialer provides greater operational capacity, administrative flexibility and productive control through new monitors and follow-up reports.

One of the great features that have been added to the suite is a new Customer Survey module to effectively capture the Voice of the Customer (VOC), in order to measure its level of satisfaction, its degree of recommendation of products or services, or to capture information for market research.

So, when the agent hangs up, the client is transferred to an automated survey system and provided a series of questions, which the client would respond to by pressing the corresponding key on the phone. Subsequently, the system will generate a report with the scores obtained, so supervisors and managers can evaluate the quality of the contact centre service offered.

Also in 10.2, there is improved monitoring, proactive detection and resolution of incidents even before they occur, incorporating centralised alerts using SNMP (Standard Management Protocol). Security of VOIP calls has also been improved through the support of SIP encryption standard protocols in telephony connections with SIP providers and existing PBXes. Additionally, system resiliency and service continuity has been greatly improved by adding a Local Survivability feature in OpenGate distributed environments that enable remote nodes to work autonomously by taking calls in case a network region is isolated from the central system on link failures with the central site.

Another key area of focus in the 10.2 version is the expansion and improvement of the API REST Web Services integration methods to make it easier for Presence system administration tasks through third party applications, such as improved load management in the outbound services and the management of time zones administration of records to be dialled.

As for the corporate Web applications integration with Presence agent application, a new JavaScript interface has been introduced that greatly simplifies full two-way integration through 100% standard Web technologies! Supervisor capabilities have also been improved with the enablement of WebRTC technology in Presence Supervisor to perform live call monitoring, coaching and recording playback directly from a standard Web browser, thus removing the burden associated with the need of using physical devices. This feature extends the WebRTC support already available for contact centre agents since version 10.0.

"Contact centre managers need to have a technological solution that evolves and gives continuity to innovation in a reliable and secure way, without disruptions or changes that may jeopardise their campaigns and customer service success. This new Presence Suite version is a commitment guarantee to our customers and a step further in adapting to the market demands. We are convinced that it will be very useful for the successful execution of the most demanding operations," says Alfredo Gonz'alez, Presence Product Director.

If you want to know more about these features and other functionalities included in Presence Suite, please do not hesitate to contact us @ marketing@presenceco.com, or reach out to your local Presence sales or channel representative.

Share

Presence Technology - Enghouse

On 28 October 2016, Presence Technology was acquired by Enghouse Systems, a software and services company founded in 1984, which trades on the Toronto Stock Exchange with the symbol TSX: ENGH. With annual revenue of over C$300 million, Enghouse's global group of companies represents approximately 1 500 employees, hundreds of partners and thousands of customers worldwide.

Presence Suite has been developed and evolved for over 15 years by a team of professionals with an extensive experience on contact centre operations. The customer-oriented attitude drove Presence to develop an all-in-one solution that adapts to the specific needs of each user, with an objective of solving the challenges experienced on any particular environment. This distinctive capability makes Presence the most flexible and easy to integrate contact centre solution in the market.

This technology offer also brings more flexibility to the contact centre, matching the dynamism demanded by the operation areas. All these benefits deliver impressive improvements on productivity rates and an unmatchable ROI.

Presence Technology - Enghouse solutions have been implemented in more than 22 countries by a highly specialised partner network that shares a common goal: offer the best product and service that will guarantee their customers success and satisfaction.

More info: www.presenceco.com

Editorial contacts

Antonio Gracia
Presence Technology
agracia@presenceco.com