Call Center Operations

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November 08, 2011

Presence Technology Unveils Version 9.0 of its Contact Centre Suite to Improve Call Center Operations

By Jamie Epstein, TMCnet Web Editor


Presence Technology (News - Alert), a provider of various contact center solutions, recently launched the latest version of its product suite, 9.0, with increased capabilities including high availability and scalability that can help to dramatically elevate call center operations.

The high availability options powered by the revamped infrastructure within Presence OpenGate’s VoIP communication and middleware platform and the Presence Server allow for a high level of security and flexibility within the call center. According to an article, this functionality has been improved from previous versions of the Presence Suite, eliminating the need for third party products, which helps cut cost of ownership and makes it much easier to maintain. 

The newly released version also boasts the "Network Region" capability which enables a group of IP terminals to share resources. This allows call centers to leverage resources and reduce communication costs between operation locations.

In addition, Version 9.0 of the Presence Suite also features completely redesigned front-end interfaces using HTML web standards, which power a cross platform solution that can be seamlessly integrated with multiple with operating systems such as Windows, Linux and Mac. Also, the Web Supervisor includes a fully functional desktop that has a display screen that can be categorized based on an individual’s needs, making management tasks fully customizable.

The article revealed that the call center operation solution helps further enhance the Presence Agent abilities including allowing the creation of custom buttons that can then be added to the toolbar, an option to disconnect remote agents, the ability to hide call queue notifications, and many more.  

With the launch of version 9.0, the Presence Technology Contact Center Suite will raise performance and efficiency in call center operations without raising costs.


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves




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