The company, which specializes in hotel and catering services and products, has just undergone a technological restructuring of its call center, for which it called upon Presence Technology’s OpenGate Asterisk platform solution

Presence Technology, a European CTI (Computer Technology Integration) software provider specialized in optimizing Contact Center performance, announces that AZKOYEN Hostelería, company that forms part of the AZKOYEN Group, has come to an acquisition agreement on Presence Technology’s OpenGate customer service solution.

The company, with headquarters in Navarre, 23 regional offices throughout Spain and more than 600 employees, manufactures and sells consumer products and specialized machinery for the restaurant and hotel sectors (bars, restaurants and hotels). Its objective is to provide clients with the products and services they need to make their businesses more successful: consumables, machinery, technical assistance, delivery service, etc.

The platform, installed in Navarre, in November 2006, will aid thousands of clients located throughout Spain and receive a volume of 11,000 calls per month. With the implementation of Presence’s OpenGate solution, AZKOYEN Hostelería hopes to increase the quality of its service with improved management of incoming calls.
Equipped with an Asterisk open-IP code voice platform, AZKOYEN Hostelería has selected Presence Voice Inbound for incoming-call management; Presence Voice Outbound as the solution for outgoing calls; Presence Scripting for script development of data collection, and Presence Messaging to manage e-mail, fax and SMS channels.  Furthermore, it has chosen Presence Recording to manage service quality controls and improve customer service.