Presence Technology, a multinational provider of multi-channel contact centre software, has launched Presence Suite 10.0, which incorporates significant enhancements to meet the customer journey and improve the customer experience.
The contact centre agents and supervisors will have more autonomy and flexibility. Now supervisors can get a better feel for the performance of their team and understand who is contributing most and who requires additional coaching or mentoring to raise their game. The improved real-time performance monitoring enables supervisors to address agent training issues early, to correct poor behaviours quicker and to raise the morale of their team by dealing with poor performers sooner. This results in a better experience for the customer, higher agent productivity, contact centre service effectiveness and increased employee satisfaction levels. The system administrators will also benefit from version 10.0 enhancements; they will improve the campaign time to market, saving time on launching campaigns and services through more flexible managing tools.
Additional capabilities such as unified messaging, personal call forwarding rules, dialling privileges, access control, and on-demand call recording extend the solution's benefits beyond the contact centre, save companies the need to invest in additional voice systems and reduce costs by taking advantage of consolidated systems.
Presence Suite version 10 also includes an important number of enhancements in all modules enabling more effective outbound call campaigns, improving customer service delivery and driving a better multi-channel experience. "With the new Presence Suite version, our customers have an enterprise-grade solution in terms of strength, scalability, security and capabilities; that was previously only available from products with a much higher cost," said Alfredo Gonzalez, Product Director at Presence.
According to Presence Technology CTO Francisco Segovia: "The new product version introduces enhanced support and reliability, which allows it to be deployed in distributed multi-site environments. We have also given great importance to the Web front-end not only in our Agent and Supervisor solutions, but also in opening and integrating Web services for all channels: voice, e-mail, chat, SMS..."
To learn more about Presence Suite version 10.0, please contact the company at: marketing@presenceco.com.
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Presence Technology
Presence Technology is a significant global provider of multi-channel contact centre software.
Its customers operate Europe and the Americas' largest and most respected call centres. It helps clients to manage and optimise their day-to-day operations, providing them with the versatile, easy-to-integrate and user-friendly Presence solution that is designed to meet the changing demands of today's contact centre industry. Over 17% of its annual budget is devoted to research and development to ensure it continues to meet the needs and exceed the expectation of its clients.
The highly skilled professionals at Presence work with world-class partners throughout North America, Europe, Latin America and Africa to provide the best service and support possible to clients around the world.
Press contact: dharr@presenceco.com
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