Presence Technology (News - Alert) provides technology and solutions to support call center businesses. As part of its endeavor to support the growth of call centers, the company has enhanced its call center solution by adding new features to its Web Agent.
Presence Web Agent – version 9.2—is an entirely Web-based solution designed to simplify the architecture of almost any contact center and improve processes while ensuring 24x7 availability, scalability of facilities and quality of services, the company said.
The enhanced Web Agent solution will significantly save the time and efforts of an organization when managing its customer service goals.
"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,” said Francisco Segovia (News - Alert), Presence Technology chief technology officer.
The Web Agent works with the existing browser regardless of the operating system. It will not only save the time and effort involved in dealing with customer service, but will also simplify the call center business by ensuring a greater level of availability and scalability of facilities.
By using WebRTC technology, Presence Web Agent eliminates the use of third party extensions such as Java, Flash, ActiveX, or other plug-ins. It runs on any operating systems as the voice path and agent interface run within the browser window.
Additionally, Presence has a network of strategic partners located in North America, Latin America, Europe, and Africa supporting their efforts around the world.
Edited by Jamie Epstein