The Global Association for Contact Center Best Practices & Networking

Madrid, November, 2011 -- Presence Technology, a provider of Multi Channel Contact Center solutions, announces the launch of the new 9.0 version of its product suite, making significant improvements primarily focused on high availability, redundancy, scalability and optimization of the number of licenses available to each customer.

The High Availability capabilities offered by the new architecture in Presence OpenGate (Presence’s VoIP communication and middleware platform) and Presence Server ensure full redundancy, security, scalability and robustness in customer contact centers. This feature, already available in earlier versions of the Presence Suite, has been improved in the new version, eliminating the need for third party products, thereby reducing cost of ownership and complexity of its maintenance.

Another innovation in the new version is the introduction of the concept "Network Region". The new Presence Network Regions make it possible for a group of IP terminals to share common characteristics and resources. This translates into making better use of resources by reducing communication costs between sites, without losing the redundancy between them.

Version 9.0 of the Presence Suite also establishes significant advances and improvements in its Web version. All Presence front-end interfaces have been redesigned using HTML web standards, offering a cross platform solution that can work with browsers supported on different operating systems, such as: Windows, Linux and Mac. The Web Supervisor includes a new tabbed organizational desktop, featuring a display screen that can be divided and segmented according to user preference, making management tasks easy and customizable. Users will have the ability to create favorite reports, define alarms and store the preferred visual appearance of the monitor for future sessions.

The new version includes a single license server, which allows for dynamic use of a pool of licenses between different sites. This improvement facilitates best use of the licenses, as they may be balanced between different servers, without incurring additional costs. In this way, a client with multiple sites, utilizing non overlapping shift schedules, can use the same license set to control these different locations, resulting in corresponding cost savings. Furthermore, the new version will allow companies providing Hosted services to maximize the license utilization through the Hosted Contact Center infrastructure, as they can share the same Presence licenses for different customers or services.

In addition, the new version extends the Presence Agent functionality and usability, with features such as: the ability to create custom buttons to add extra features to the toolbar, an option to disconnect remote agents, the ability to hide call queue notifications, as well as many other options.

About Presence Technology:
Presence Technology is a software company specializing in advanced productivity solutions for the Contact Center. Since 2000, its software solutions have been helping clients to optimize their processes while increasing the efficiency of the interactions between companies and their customers. Featuring a highly-qualified team of subject matter experts, along with its network of strategic partners, the company has assisted its clients across Europe, South America, Africa and the U.S.