Jasco has recently announced the availability of Presence Technology’s latest version of their Presence Suite – version 10.0 – which incorporates significant enhancements to meet the customer journey and improve the customer experience.
This latest iteration provides contact centre agents and supervisors with more autonomy and flexibility. Now supervisors can get a better feel for the performance of their team and understand who is contributing most and who requires additional coaching or mentoring to raise their game.
The improved realtime performance monitoring enables supervisors to address agent training issues early, to correct poor behaviours quicker and to raise the morale of their team by dealing with poor performers sooner. These results in a better experience for the customer, higher agent productivity, Contact Centre service effectiveness and increased employee satisfaction levels.
The system administrators will also benefit on version 10.0 enhancements, they will improve the camping time to market, saving time on launching campaigns and services through more flexible managing tools.
The Real Time monitoring of performance in Presence Suite 10.0 will reduce the time it takes to make decisions and therefore, actions can be made quicker to provide more responsiveness and ultimate, a better customer experience.
The latest version can expand into the back office with corporate telephony options such as personal call forwarding rules, dialling privileges access control, extending the solution’s benefits beyond the Contact Centre and at a company-wide level,” says Andre Deetlefs, product executive at Jasco Enterprise.
Additional capabilities such as unified messaging and on-demand call recording reduce costs of companies by taking advantage of consolidated systems
Presence Suite version 10 also includes an important number of enhancements in all modules enabling more effective outbound call campaigns, improving customer service delivery and driving better multi-channel experience.
“With the new Presence Suite version, our customers have an enterprise grade solution in terms of strength, scalability, security and capabilities; that was previously only available from products with a much higher cost,” says Alfredo Gonzalez, product director at Presence.
According to Francisco Segovia, Presence Technology CTO, “The new product version introduces enhanced support and reliability witch allow to be deployed in distributed multi-site environments. We have also given great importance to the Web front end not only in our Agent and Supervisor solutions but also in opening and integrating Web services for all channels voice, e-email, chat and SMS.”