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HelPhone chooses Presence Technology software to offer Contact Center services

Monday, 27 April 2009 00:00

The IT assistance firm has selected the Presence OpenGate solution for its telephony platforms

Presence Technology, a European CTI software supplier that specializes in optimizing contact center performance, has announced that HelPhone Services, a firm specializing in furnishing businesses with IT assistance and call center services, has chosen Presence Technology’s software for its contact center platforms.

HelPhone Services has two major business lines: online IT assistance (help desks) and call center services. As regards help desks, HelPhone is a specialist in providing frontline IT assistance through different online media, such as telephone, e-mail, or chats. In addition, HelPhone offers companies and institutions call center services with a broad range of possibilities that revolve around placing and receiving calls on their behalf. HelPhone is aware of the importance of speed and effectiveness in its business, which is why it trusts Presence technology, a guarantee of excellent service. HelPhone has chosen to implement

Presence Technology’s Asterisk Open Source platform in its contact centers.

Specifically, the firm has implemented a Presence Inbound solution to manage the flow of incoming calls at its centers and Presence Outbound in progressive mode to place calls for arranging appointments with end users. In addition, it has selected Presence Scripting to create scripts that guide agents throughout the process of installing operator services and Presence Recording, a solution totally integrated with Presence Suite that allows telephone conversations to be recorded.

The project requires having a CTI that allows agents to increase the number of daily contacts and collect statistics on the center’s daily operations. Having a technological infrastructure integrated into an Open Source telephony switch has allowed HelPhone to enhance customer services with record implantation time and optimize costs to the utmost.

Presence OpenGate is powerful and flexible middleware that is completely compatible with all Presence Technology solutions. It is based on the Asterisk open source telephony switch optimized by Presence Technology to improve contact center performance, stability and availability. Prominent among the optimizations is the ACD module, completely developed by Presence Technology, which contributes to a substantial improvement in telephony switch performance as well as an exhaustive control of each one of the events and interactions the system manages. Furthermore, one of Presence OpenGate’s advantages is that it is totally modular for virtually endless growth, adapting to all types of Contact centers.

"Working with Presence solutions is a great opportunity for our company to optimize processes and boost productivity. Presence OpenGate is a very flexible, robust product that allows us to offer our clients the finest contact center platform that can be found in the market today", affirms Pedro Aznárez, director of HelPhone’s Business Development.