The new version enables Customer Support Services to comply with Data Protection laws and includes major enhancements to its Reporting module

Presence Technology, a European company providing All-In-One solutions for Contact Centers, introduces version 8 of its Solution Suite with major enhancements, including an enhanced unified administration engine for its Suite, several new out of the box reports, and full compliance with Data Protection laws.

The new Unified Administration developed by Presence adds extra functionality to Presence OpenGate switches, creates a more user-friendly environment, and minimizes time-to-production for campaigns as well as training times for managers.

In this new version, the Presence Suite has been adapted to comply with the strictest European and American Data Protection laws (PCI). With version 8, any recordings made by Presence Recording will be encrypted, and any recording playback and export actions performed by any user as well as the login history are logged for auditing purposes. Likewise, Presence follows the strict security requirements of the PCI DSS (Payment Card Industry Data Security Standard).

A further enhancement regarding

outbound call software

Presence Suite 8.0 has also expanded its time zone management capabilities to satisfy the needs of the latest business models and trends, such as off-shoring. Automatic time zone assignment based on area code streamlines the work required for outbound call services. Moreover, agents can now modify and validate the time zone of alternate phone numbers in real time. From the GUI, supervisors can also select the time zone that they want to use for managing the system.

Presence version 8 greatly improves the creation of reports and real-time monitoring. Supervisors can open multiple reports concurrently, including both predefined reports and customized reports created in the Custom Reports module. Additionally, new monitors can be added in real time which simplifies managing multiple campaigns at the same time. This new feature is useful when working with several simultaneous campaigns since it allows campaign management to be more agile and simplifies the supervisor's tasks.

According to Alfredo González, Product Marketing Director of Presence Technology, “with this new version of Presence Suite, and its significantly improved functionality and look and feel, our goal was to position the software to meet and exceed the latest market trends in Contact Centers while taking into account the needs and requirements of our customers. With the introduction of Unified Administration, we are proud to be one of the first software products in our industry to radically simplify the management of telephony systems.”