Contact Center Solutions Featured Article

Presence Technology, a European CTI Software Provider that specializes in optimizing Contact Center performance, has announced version 7 of their product suite. Presence Technology has made significant enhancements in its software due to its continued efforts in research and development.


Version 7 is designed to improve the scalability and integration capabilities of their solution suite as a standalone solution and with third-party applications. It also includes an infrastructure concept for the Contact Center within the Presence OpenGate solution.

OpenGate utilizes the powerful Asterisk Open Source switch and Presence has developed the perfectly integrated Contact Center solution. With new n+1 architecture, many Asterisk servers can be governed by a Master and act as a single device. As a result, this architecture allows for impressive product scalability that was previously unseen in the market.

"The new architecture developed on Presence OpenGate 7 allows customers to achieve high simultaneous calls and agent volumes, thus adapting to the needs of any Contact Center, ensuring the uptime required in the most demanding environments are meet," said Alfredo Gonzalez, Presence Technology product marketing director, in a Friday statement.

Version 7 has also improved the geography or ‘reach’ of the product suite. The solution offers the ability to transfer interactions, and the associated information, between two different Presence Server Entities connected to the same PBX.

This function allows an agent connected to one Presence Entity and handling a voice interaction to be able to transfer that voice interaction along with all the related data or information to another agent connected to a different Presence Entity wherever they are physically located.

The Presence Recording System includes an option to record the call conversation remotely using VoIP. This latest version also offers a new module that allows simultaneous screen capture of the agents’ desktop while the conversation is being recorded.

This new feature makes it possible to simultaneously play back from the Supervisor Management tool, hearing the audio conversation and watching the video of how the agent used the different applications to handle the interaction.

Version 7 also offers improved interoperability, which increases the compatibility with the relational databases most used in corporate environments. Evolution has also been achieved in the reporting system as more modules have been added as well as a higher simplification of the product installation. 

Presence Technology has done well to develop the tools that the contact center manager needs to not only monitor performance, but also to incorporate video and audio for complete evaluation of the customer/agent interaction. In doing so, the manager can involve the agent in the assessment of the interaction to identify areas of weakness and strength in order to make adjustments to improve overall performance.

 

 INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded Thursday in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.