OnState Communications, a provider of on-demand virtual call center and virtual PBX (News - Alert) Business Presence communications systems, has reportedly launched the Winter ’10 version of its virtual call center solution with added features and more management insight and control. The company believes that these features can improve the end-user experience.

OnState’s (News - Alert) virtual call center solution does not require the deployment of any hardware. It operates within the users’ web browser and supports all forms of fixed and mobile devices. As stated, some of the key features available in the Winter '10 release include full dashboard integration with Google (News - Alert), new live chat options that improve customer service and agent efficiency, outbound dialer enhancements to aid in campaign optimization, and reporting metrics for greater management visibility and agent optimization.

In a release, Pat Kelly, chief executive officer of OnState, said,'It is due to OnState's true SaaS (News - Alert), network-based, and device-independent architecture that we are able to rapidly innovate and respond to enhancement requests from our customers and further cement OnState's leadership in the virtual call center software space.'

OnState has fully integrated Google Talk into the agent dashboard. According to the company, now by just using a single dashboard interface, agents can receive chat requests and incoming calls using Google Talk embedded in the OnState system.

With the new agent live chat sessions feature, call center supervisors and administrators now have more flexibility as now the software allows an agent to handle any number of simultaneous live chat sessions, and can also be configured to allow the agent to receive a voice call while chat sessions are in progress. This adjustable combination, according to the company, enables greater call center agent efficiency while also tailoring interactions for customer service effectiveness.

The outbound call center campaign optimization feature is said to allow outbound call centers campaigns to be weighted. Moreover, OnState's outbound autodialer also now includes greater reporting capabilities for rapid management insight and decision making.

Additionally, in the Winter '10 release, individual call center agents can now view more real-time performance metrics live on their dashboard. Also, this version comes with enhanced graphic reporting elements that allow call center managers to easily determine, in both real-time and historical reporting.

Other updates in the Winter '10 release include extensions to the OnState open web services for integration with other cloud- and premise-based systems, additional outbound dialing options, and greater flexibility in setting up and customizing menu routing.

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