Outbound Call Center Featured Article

Presence Technology's Contact Centre Suite Version 9.0 Released

By Carolyn J Dawson
TMCnet Contributor

Version 9.0 of its contact centre suite has been launched by Presence Technology (News - Alert). With a primary focus on high availability, significant improvements have been included in this version. Redundancy, scalability and optimization of the number of licenses available to each customer have also been the focus of the new version. An announcement in this regard has been made by the top global provider of Multi-Channel Contact Centre solutions, Presence Technology.

The new architecture in Presence OpenGate also known as Presence’s VoIP communication and middleware platform, and Presence Server offer the High Availability capabilities. Full redundancy, security, scalability and robustness in customer contact centres are therefore ensured. The latest release of the Presence Suite includes an improved version of this feature. The need for third party products is therefore eliminated. The cost of ownership and complexity of its maintenance is also reduced.

The concept of "Network Region" has been introduced in the latest release. A group of IP terminals are able to share common characteristics and resources with the new Presence Network Regions. Resources can be therefore better used. Apart from reducing communication costs between sites, the redundancy between the sites is also not lost.

Significant advances and improvements in its Web version are also established by version 9.0 of the Presence Suite. HTML web standards have been used to redesign all Presence front-end interfaces. Browsers supported on different operating systems are compatible by this cross platform solution. A new tabbed organizational desktop is included by the Web Supervisor which makes management tasks easy and customizable.

A single license server is also included in the new version. A pool of licenses between different sites can be dynamically used with this single license server. Best use of the licenses is therefore facilitated with this improvement at no additional costs. Companies providing Hosted services will be able to maximize the license utilization through the Hosted Contact Centre infrastructure with the new version.

The Presence Agent functionality and usability are also extended in the new version. Custom buttons can be created to add extra features to the toolbar. Call queue notifications can be hidden and remote agents can be disconnected in the new version.