Presence Internet

The Pathway to Profitability for your Contact Center

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Presence Internet

Presence Internet manages chat, web callback and web collaboration, allowing customers to request support while surfing the Internet. Requests are processed by the most qualified agent and include web page synchronization for customers and agents to better assist customers during web inquiries.
It also provides customers with agent web collaboration, which translates into assistance filling out on-line forms, etc.

With the Presence Internet module, agents are now able to engage on-line communication with customers using commonly accepted channels for this media, such as On-line Chat or Voice. This communication can be enriched using Web Collaboration which helps the contact centre agent also watch what the customer is looking at on the corporate web site and guide the customer to the right place or provide visual support which will resolve the inquiry.
This channel is also natively integrated to Presence Suite core and shares the same ACD engine used by any other channel, thus can be blended.

Benefits and Highlights

•   Cost reduction
•   Improve sales
•   Consolidated and unified Information
•   Low TCO cost
•   Increases customer satisfaction
•   Better support handicapped customers
•   Chat and web-call-back can be blended with any other channel already implemented on the contact centre and handled by the presence suite, boosting Contact Centre productivity:

Chat: the customer can request, just clicking a button on the web site, to be assisted via an on-line chat session. This chat session will be assigned to the best agent following the business rules defined on Presence Suite.

Web Call Back: in case the customer prefers to be assisted using a more traditional channel (phone) the solution also provides a click to call me back feature. The minimum information requested is the Name and Customer phone number. This session, although it uses the telephone as the communication path way, uses the same skill base routing engine to properly assign the session to the best suitable agent.

Web Collaboration: indistinctly of the communication channel requested by the customer (click to chat or click to talk) the experience between the customers is improved via a web collaboration which provides visual reference for agents and customers, simplifying any assistance via Chat or Voice.

•   Many chat sessions supported per agent: fully configurable.
•   Automatic bidirectional chat translation
•   Session initiation fill out form
•   Secured transaction (SSL)
•   Session recorded
•   Response and Link Dabatase
•   Personalization
•   Does not need new tools for administrators, supervisor or agents
•   Consolidated Contact Centre Reporting with specific monitors and historical reports added to manage properly the overall operations as well as specific Internet services.
•   Out of the box integration with Presence Suite

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