Getting the contact center running at its fullest capacity can be a difficult experience to say the least. With customers expecting more not only from the calls placed to the contact center but also expecting to make that contact in different ways and at different times of the day, it can be tough to find the right mix of service and profitability that keeps a contact center running. Presence Technology, meanwhile, has a plan to help out in the form of its recently-updated Presence Suite 10.0, a recently-launched system that provides an array of new tools to bolster that customer experience with a little help from Web-based real time communications (WebRTC).
Presence Technology's Presence Suite 10.0 brings with it valuable new tools, including a new real time performance monitoring system that allows supervisors to better spot issues as same emerge. With that capability in hand, said supervisors can help improve performance which in turn can have an impact on overall morale. Plus, being able to improve contact center agent performance has a positive effect on the customer experience, which can in turn further improve morale at the agent level by having fewer angry customers involved in the total operation.
Plus, there are other tools available to help improve agent performance and make a better customer experience overall; unified messaging and personal call forwarding rules help users keep in touch regardless of the point in the system that's occupied. A control mechanism for dialing privileges access helps keep calls flowing accordingly, and there's a call recording function that's available on demand. While there are certain legalities involved in the use of call recording, using call recording systems has a great potential to not only save money but also improve revenues if used correctly, and having a call recording system included in Presence Suite 10.0 eliminates the need to bring in an outside call recording system from some other provider.
Just to top it off, Presence Suite 10.0 has also received augmentations in its outbound call campaign systems for more effective marketing, as well as improvements to the multi-channel experience, a development which is progressively more necessary as customers demand more ways beyond the traditional phone call to contact businesses.
Presence Suite 10.0 offers plenty of sound benefits with its use; for some businesses, the upgrade will be a no-brainer, going from the earlier versions already in use to this new version. Others just getting started, meanwhile, will likely find this one a service to consider as well as the sheer array of benefits offered makes it difficult to refuse it out of hand. Improving the customer experience is a goal many companies have in mind these days, as customers get tougher to come by and those who are already in place need careful preservation. With these tools on hand, properly used, the end results should be a solid one for those who put said tools to work. Being able to get in touch with customers on the customers' own terms is tough to pass up; if the customer can ask questions when said questions come into mind, it's a safe bet a purchase is being considered, and accommodating those questions satisfactorily can produce great results.
Naturally, this won't work out so well for everyone—those in states with particularly stringent call recording laws may find the call recording functions all but useless, for example—but Presence Suite 10.0 is likely to win itself some fans in the near term.
Edited by
Maurice Nagle
