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February 08, 2010

OnState Upgrades Features for Winter '10

By David Sims, TMCnet Contributing Editor

OnState Communications, which sells on-demand virtual call center and virtual PBX (News - Alert) Business Presence communications systems, has added new features to improve the end-user experience of its products, while adding more management insight and control.

Management insight is always a good thing, yes. More of it is better, too.

Features available in the Winter ‘10 release include “full dashboard integration with Google, new live chat options that improve customer service and agent efficiency, outbound dialer enhancements to aid in campaign optimization, and reporting metrics for greater management visibility and agent optimization,” company officials said.

Additionally, OnState (News - Alert) officials said the company wanted to complement existing use of Google Voice and Google Talk as part of its virtual PBX and call center software, so they fully integrated Google Talk into the agent dashboard.

“Now, using a single dashboard interface, agents can receive chat requests and incoming calls using Google Talk embedded in the OnState system,” company officials said. 

Customers can still use their respective device of choice, including existing telephony equipment, SIP, Google and Skype (News - Alert), integrated into the OnState system. 

“Call center supervisors and administrators now have more flexibility when it comes to agent live chat sessions,” company officials said, adding that the OnState system can be configured to allow an agent to handle any number of simultaneous live chat sessions, and can also be configured to allow the agent to receive a voice call while chat sessions are in progress. 

What’s more, in the Winter ‘10 release, individual call center agents can view more real-time performance metrics live on their dashboard, and further enhancements to the open XML data store provide call center supervisors and administrators the ability to view and customize additional information as it pertains to call queues, agent skills and agents logged on to the system. 

Last summer, OnState Communications announced new product features for its business presence monitoring system. 

In addition to a number of dashboard and performance enhancements, company officials said at the time that the features in this release included the addition of OnState Mobile, real-time account tracking on a centralized dashboard and SIP phone support.

The addition of OnState Mobile extends OnState's virtual PBX and virtual call center capabilities to iPhone (News - Alert) and BlackBerrys. 

Or should that be “BlackBerries?” Somehow “BlackBerrys” just doesn't look right. Okay, let's say “to BlackBerry (News - Alert) devices and iPhones.” There. A bit clunky but grammatically non-nebulous.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Kelly McGuire

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