The Pathway to Profitability for your Contact Center
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Presence Messaging Email is increasingly used by society for professional and personal communication. Its content richness, ease of use, reduced cost and communication agility are the main factors why this channel is adopted for B2B, B2C and personal communications. Presence Messaging is the Presence All-in-One Suite module which allows customer interaction with the Contact Centre via e-mail. Its tight integration with the ACD and Presence Intelligent Routing delivers a complete ERMS (Email Response Management System), which is vital to manage this channel efficiently by the Contact Centre. Presence Suite multimedia capabilities allows blending through all the channels supported base on priorities, skills, and business rules - guaranteeing firms the highest productivity and customer satisfaction. Presence Messaging integrates with any existing email server or platform through standard protocols, such as POP3 and SMTP, so no changes need to be done on the corporate email infrastructure. On the other hand it can also support any other channel which can act as the gateway through email, such as SMS and FAX, delivering the same intelligence and control as delivered with the email channel. Benefits and Highlights • Cost reduction • Minimizes complexity and human error • Channel Efficiency • Quality and Control • Out-of-the-box integration with Presence Suite • Agent Consistent Look and Feel • Qualification Codes • Suspended E-mails • Business driven Routing and Automation • Attached Data to Interaction • Address Book • Message Templates • Predefined texts • Blending with all the Presence Channels • Historical Reports and Real Time Monitors Downloads Empowering Elastic Contact Center by Presence Technology Presence Suite All In One White Paper Presence Suite All in One White Paper Industry Outsourcing Presence OpenGate, a 100% software only multichannel solution Presence Suite and the Multichannel Contact Centre |
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