Johannesburg, 28 Mar 2013
Presence Technology, a leading provider of multi-channel contact centre software, today announced the release of its newest 9.2 version. This release features considerable enhancement to its Web Agent, an entirely Web-based solution.
Presence Web Agent works with the existing web browser regardless of the operating system. The Web Agent solution will significantly save a company time, expense and effort when managing its customer service goals. In addition, Presence 9.2 will considerably simplify the architecture of almost any contact centres, improving processes, ensuring 24x7 availability, scalability of facilities and quality of services.
Presence has eliminated an IT department's need to install any additional software to its Agent's contact centres desktop. By using WebRTC technology, Presence Web Agent omits the use of third party extensions (Java, Flash, ActiveX, plug-in...) and runs on any operating systems as the voice path and agent interface run within the browser window.
"Using WebRTC enabled us to offer a higher level of audio quality - greatly simplifying not only the installation of our solution for agents but also easily integrating with a company's existing CRM," says Francisco Segovia, Presence Technology Chief Technology Officer.
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