Spescom DataFusion, a specialist in business communication and customer interaction solutions, has introduced version eight of Presence Technology's Contact Centre Solution Suite to the local market.
According to Spescom, the new version includes many major additions and improvements, including an enhanced unified administration engine for the entire suite, several new out-of-the-box reports, and full compliance with international and local Data Protection laws.
The Presence Suite adds outbound dialling and inbound multimedia functionality to the Avaya Communication Manager contact centre solution, the company adds.
“It also works with Presence OpenGate platform, which includes all the telephony functionality required to connect calls between the telecommunications provider and agents, at a much reduced cost,” it says.
Spescom explains that the new unified administration capability developed by Presence adds extra functionality to Presence OpenGate, as administration is done through one interface rather than multiple interfaces.
This, in turn, creates a more user-friendly environment and minimises time-to-production for campaigns, as well as reduces training times for managers, it says.
“In this new version, the Presence Suite has been adapted to comply with the strictest global data protection standards such as the Payment Card Industry Data Security Standard (PCI DSS), a set of comprehensive requirements for enhancing payment account data security.”
Says Paul Fick, MD at Spescom DataFusion: "The PCI DSS applies to any company wanting to accept credit card payments. They have to conform to the standards and rules laid out in the PCI DSS regarding the recording of credit card details from clients.
“This new version of Presence Contact Centre Solution Suite adheres to the standards of the PCI DSS and will ensure the requirements will be met."
With version eight of the Presence Suite, the company notes, any recordings made by the Presence Recording module will be encrypted. “All recordings and export actions performed by the user, as well as the login history, are logged for auditing purposes.
Fick explains: "Banking institutions will compel merchants to adopt these standards and this impacts any organisation that deals with credit card details, particularly when sending the information via e-mail.
“In a nutshell, all 'touch points' that are involved in the communications of credit card details will have to adhere to PCI DSS. The Presence Suite allows local organisations to 'future proof' their business by complying with this upcoming security requirement."
To simplify outgoing call management, Fick notes, Presence 8 now also allows for the creation of multiple Do-Not-Call lists that can be enabled or disabled according to the needs of each campaign.
“Simply put, if a person that the agent has contacted requests that they not be called again, a list is updated with the caller's details, which will ensure the person is not contacted during future campaigns.
“In addition, the number of phone numbers per contact has been increased to 10, which may be necessary in cases where no up-to-date information sources are available for particular outbound contacts”, says Fick.
In a press statement, Spescom claimed Presence 8 “greatly improves the reporting and real-time monitoring,” adding that supervisors can run multiple reports concurrently, including predefined and customised reports that were created using the Custom Reports module.
“Additionally, new real time monitors has been added, which simplifies managing multiple campaigns at the same time.
“This new monitors are useful when working with several simultaneous campaigns since it allows campaign management to be more agile and simplifies the supervisor's tasks,” it adds.
According to Alfredo Gonzalez, product marketing director of Presence Technology: "The new version of Presence Suite incorporates significantly improved functionality and an enhanced look and feel.
“Our goal was to position the software to meet and exceed the latest market trends in contact centres while taking into account the needs and requirements of our customers. With the introduction of Unified Administration, we are proud to have produced one of the first software products in our industry to radically simplify the management of telephony systems."
Related story:
Considering hosted call centre risks
Share