Contact center solutions provider Presence Technology has recently struck a partnership with value-added reseller NACR to sponsor NACR’s Navigating the Contact Center program announced back in June at the International Avaya Users Group (IAUG) conference in Orlando, Fla. NACR is the largest Avaya Business Partner worldwide, with more than 400 employees in 55 locations across the U.S. Presence Technology’s software enables contact centers to optimize resources and increase efficiency in the communications process with its customers. The NACR Navigating the Contact Center Program allows participants to engage virtually with others to discuss solutions, share whitepapers, videos, and collateral.
During the course of the event, Presence Technology will debut its version 9.2 Solution Suite, a complete set of solutions for contact centers featuring the company’s flagship inbound/outbound blended solution, agent scripting and significantly enhanced Web Agent (with WebRTC), and Web Supervisor support, which use WebRTC (“Real Time Communications”).
WebRTC, or Web “Real-Time Communication,” is the standard behind a free, open project designed to allow high-quality, real-time communication applications to be developed in the browser via simple Java APIs and HTML5. What it essentially means is that you can easily engage in video or audio communications with people all over the world as easily as clicking on a link. From a social media perspective, it will enable cross-platform and cross-browser video and audio communications with far less fuss and preparation than it does now. From a contact center perspective, it means you will be able to communicate with your customers – and allow them to communicate with you – in entirely new ways.
Built on a modular platform, Presence Technology’s suite of solutions can be deployed on almost any existing PBX platform or can be used in a standalone environment as an all-in-one contact center solution. Presence Technology solutions were designed to be implemented quickly and can seamlessly integrate within any company’s existing applications and infrastructure.
Commenting on the partnership with NACR, Mike Mandato, Presence Technology executive vice president for North America, notes that the two companies share a common goal.
“We know our clients are looking to maximize productivity and ROI while providing first-rate customer service experience,” said Mandato. “Together we provide an end-to-end multichannel contact center solution that is powerful and flexible and that protects the client’s investment.”
Earlier this summer, Presence Technology was an exhibitor and gold sponsor of the WebRTC Conference & Expo in Atlanta, Ga. For information about the next WebRTC Conference & Expo event, happening in mid-November in Santa Clara, Calif., visit http://www.webrtcworld.com/conference/west/.
Edited by
Alisen Downey
