The outsourcing firm has selected Presence OpenGate for their platforms in Albacete, Aranda de Duero and Colombia

Digitex, a firm specialized on managing outsourcing services, has entrusted Presence Technology’s solutions to optimize the performance of its Contact Center platforms in Albacete and Aranda de Duero in Spain and Bogota in Colombia, enhancing the quality and productivity it offers to its clients.

The outsourcing services Digitex offers to their clients are divided into four different areas: front office, back office, IT processes and added value integrated services. It is committed on developing and implementing its own technologies to handle technical customer support services as well as business processes, such as PO management and collections.

Digitex has chosen Presence OpenGate for the Albacete and Aranda de Duero sites in Spain, as well as for Bogotá in Colombia. This solution, based on the open source Asterisk switch, uses cutting-edge technology to make customer service platforms extremely flexible.

Digitex has implemented Presence Outbound on progressive dialing mode to arrange appointments with end users; Presence Scripting to create different service scripts which guide the agents throughout the entire telecom operator product and service setup process; and Presence Recording, a solution fully integrated with Presence Suite which allows telephone conversations to be recorded and linked to the customer or business data.

"Working with Presence’s solutions allow us to offer our clients much more flexible services, higher customer satisfaction and major cost optimization," affirms Juan Pedro Lopez, Digitex’ IT Director. "Furthermore," adds Lopez "it’s a tool that adds value to our agents, because it gives them the chance to devote their time to be focused on serving the customer, leaving the routine piece of the process to be automated by Presence. It is important to us that our agents can rely on the finest tools on the market".