This new version includes an infrastructure concept for the Contact Center within the Presence OpenGate solution

Presence Technology, a European CTI Software Provider specializing in optimizing Contact Center performance, announces version 7 of their product suite. As a result of continued efforts in R & D, Presence Technology has made significant enhancements in its software.

Version 7 improves the scalability and integration capabilities of their solution suite as a standalone solution and with third-party applications. This 7 version includes an infrastructure concept for the Contact Center within the Presence OpenGate solution. OpenGate utilizes the powerful Asterisk Open Source switch and Presence has developed the perfectly integrated Contact Center solution. New n+1 architecture, allows many Asterisk servers to be governed by a Master and act as a single device. Therefore, the n+1 Presence suite Architecture allows impressive product scalability previously unseen in the market.

"The new architecture developed on Presence OpenGate 7 allows customers to achieve high simultaneous calls and agent volumes, thus adapting to the needs of any Contact Center, ensuring the uptime required in the most demanding environments are meet" affirms Alfredo Gonzalez, Presence Technology Product Marketing Director.

Not only has Product scalability been improved, but geography or ‘reach’ as well.  By adding the ability to transfer interactions, and the associated information, between two different Presence Server Entities connected to the same PBX, an  agent handling a voice interaction and connected to one Presence Entity, is now able to transfer that voice interaction with the all the related data or information, to another agent connected to a different Presence entity wherever they are physically located.

Presence Recording System includes the option to record the call conversation remotely using VoIP.  Version 7 includes a new module which allows simultaneous screen capture of the agents desktop while the conversation is being recorded. With this new feature it is possible to simultaneously play back from the Supervisor Management tool, hearing the audio conversation which took place as well as watching the video of how the agent used the different applications to handle the interaction.  This functionally offers more detailed quality management control in the contact center audit and helps indentify any improvements needed related to the applications used by the agents.

On this latest Presence Suite 7 version the interoperability with other systems has been improved, increasing the compatibility with the relational databases most used in corporate environments. Among other improvements an important evolution in the reporting system has been achieved in which more modules have been added as well as a higher simplification of the product installation.