The company has implemented Presence OpenGate to improve its customer service

Harriet Carter, an American retailer specialized in unique gifts and households products, has chosen Presence Technology solutions to optimize the performance of its telephony platform and to enhance the service offered to its clients. The alliance between Presence Technology, a global provider of contact center software tools, and Infradapt, a leading provider of technology solutions, was a decisive factor in the deal between the companies.

Harriet Carter, founded in 1958, is a privately-owned retailer of distinctive gifts and specialty brands--including many "as seen on TV" products. Harriet Carter and its sister company Fresh Finds ship catalogs to millions of homes annually. Its headquarters and regional offices receive many thousands of calls each day, including catalog orders, customer service, operations, purchasing, and administration--with some of these departments receiving calls 24/7. Harriet Carter’s large carrier footprint, volumes in peak periods exceeding 15,000 calls per day, a need to integrate several solutions, as well as the requirement that the platform contain no single points of failure, presented a considerable architecture challenge.

Harriet Carter is aware of the importance in speed and effectiveness for its business and that is why it trusts Presence Technology, an excellent service guaranteed at all times. The retailer company has chosen Presence OpenGate. This solution, based on the Asterisk open source switch, uses cutting-edge technology to make customer service platforms extremely flexible. Benefits include substantial productivity gains, agent and customer satisfaction and easy implementation and management.

Specifically, the firm has implemented a Presence Inbound solution to manage the flow of incoming calls at its centers. Presence Recording, totally integrated with Presence Suite, that allows telephone conversations to be recorded. In addition, it has selected Presence Intelligent Routing, very useful to design business strategies, and Presence Back Office, a solution that integrates all the back office tasks generated in a

blending Call Center

Jon Depew, Harriet Carter’s Call Center Manager concluded, “I am definitely excited about our transition to Presence and Asterisk. For the first time in my 13 years in this call center I finally feel like my supervisor team and I have the tools we need to ensure that our customers are receiving the high level of service they deserve and that our agents are getting the coaching and positive reinforcement they need.”