September 11, 2007
BlueNote Networks Launches SessionSuite
By Prabhala Ranga Sai, TMCnet Contributing Editor
BlueNote Networks (News - Alert), a leading provider of business communications platforms, launched SessionSuite Presence Service, an extensible platform that enhances call routing efficiency.
The new service is a set of software-based capabilities that allows enterprises to rapidly add contextual call routing to everyday business applications and processes.
With SessionSuite enterprises can route the business calls based on dynamic attributes such as a user's availability, role, spoken language or activity. Enhanced call routing efficiency leads to improved employee productivity as well as increased customer satisfaction, said BlueNote Networks in a statement to media.
SessionSuite solution uses presence information to route calls automatically, a facility that is available only in expensive call center applications. Compared to the call center solution, this facility costs only a fraction of price.
BlueNote Networks says the existing IT Web development staff will be able to integrate this application into their network by leveraging high-level Web Service APIs.
Concordia University, based in Montreal, is one of the first BlueNote Networks' customers to utilize the SessionSuite Presence Service. "The SessionSuite Presence Service will enable us to make more efficient use of our IT help staff while improving the support we offer our user community," said Mike Babin, assistant director Communications, IITS, Concordia University. "With SessionSuite, our IT help desk can offer both voice and text chat support to Web-based students, faculty and staff, using presence to determine the best and appropriate channel of communications. By controlling communications channels available to our user base, we can make best use of our staff and improve our overall level of service."
With the SessionSuite Presence Service, BlueNote Networks improves employee productivity and customer satisfaction by directing callers on the first attempt to parties that can best serve them.
"An ability to offer presence capabilities via high-level Web Service APIs is key," said Bern Elliot, research vice president at Gartner (News - Alert). "This is an important feature because it allows presence capabilities to be integrated easily into software applications and business processes.
The presence information can then be leveraged to automatically route calls as part of an application, giving contextual routing features to ordinary business functions."