Presence Technology is no stranger to winning awards – its software is recognized for its ability to enable greater resource optimization and increased efficiency in the contact center. However, receiving the 2013 Unified Communications TMC Labs Innovation Award for its Presence Web Agent solution may be the most significant honor the company has received to date.
This is because, as of the 9.2 release of Presence Web Agent, the software has been leveraging WebRTC technology for a complete Web-based solution. By embracing the potential of WebRTC and leveraging its interoperability — WebRTC can run on any compatible Web browser, regardless of operating system — Presence took an innovative step forward that is now being recognized.
“Our new Web Agent works on any browser regardless of operating system,” said Mike Mandato, executive vice president for North America at Presence Technology. “We are honored that Web Agent has been recognized as one of the most innovative products on the market.”
Francisco Segovia, Presence CTO, added, "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."
By embracing WebRTC, Presence eliminated the need for the installation of additional software, as well as third-party plug-ins or extensions. As such, Web Agent is able to save companies time, expense and effort in managing their contact centers. Furthermore, this simplification of contact center architecture allows for improved processes, 24/7 availability and scalability of facilities.
While WebRTC has already seen a lot of attention in other areas, Presence is the first to really bring the technology to the contact center, but it certainly won't be the last considering how beneficial the move has been to Presence and its customers. As such, Presence Web Agent easily fits the description of a TMC Labs Innovation Award winner, since it demonstrates innovation, unique features and noteworthy developments toward improving communications technology.
Edited by
Alisen Downey
