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2011 Contact Centre Technology Research Report Recognizes Strong Positioning of Presence Technology Dialler

By Carolyn J Dawson
TMCnet Contributor

As per the information available in the 2011 Contact Centre Technology Research Report that was released by BPeSA and Contact Industry Hub, Presence Technology (News - Alert) Dialler is one of the leading technologies in its category especially in the South African contact center market. The maximum number of call centers that were part of this survey showed that the Presence Dialler along with Presence Voice Outbound was being made use of to conduct outbound campaigns. This was by going over the other providers and available in-house solutions.

The report also made clear that Presence Technology is one of the most widely recognized and implemented communications platforms in South Africa. Presence Recording has been noted as one of the most preferred voice and screen recording solutions. Besides this, Presence has secured a position among the top five Multimedia Routing Engine Solutions that are being implemented in 25.81 percent of contact centers that responded. 

In light of this report, Presence is now in the position of being one amongst the most dynamic providers of call center technology in South Africa. The company’s has tie-ups with local partners Inovo and Jasco Enterprise Communications (News - Alert). These were earlier Spescom DataFusion, both of which find mention in the survey. They are noted as the best positioned technology suppliers for Contact Centres, further enhancing the standing of this technology. 

The 2011 Contact Centre Technology Research Report is done under the supervision of the Contact Industry Hub. It has got its endorsement from the BPeSA. The final results are based on information that is given by more than 1,800 respondents of contact centers. Each of these contact centers chosen have 25 or more seats fitting general and IT management profiles.