The Global Association for Contact Center Best Practices & Networking

United States - October 22, 2009 - Contact center provider SCC InTouch, has chosen Presence Technology solutions to optimize the performance of its platforms and enhancement of the services it offers. Presence All-in-One enables contact centers to consolidate high productivity rates without losing their focus on quality.

Florida based SCC InTouch Solutions, LLC is a provider of Customer Care solutions that includes In-sourced or Out-sourced programs with Work At Home Agents and it’s near shore operations. SCC InTouch menu of services include: Business Development / Lead Generation, Sales, Customer Care, Appointment Setting, Surveys, Mystery Shop and Help Desk programs delivered by Certified Customer Care Professionals. SCC InTouch brings value by enabling enterprises to rapidly deploy an always-on and instantly scalable contact center infrastructure by offering a competitive pay-per-use model that enables customers to achieve greater operational and cost efficiencies.

The Customer Care Company has chosen Presence Open Gate, a solution based on the open source Asterisk switch that uses cutting-edge technology to make customer service platforms extremely flexible. 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, SCC InTouch has selected Presence Scripting to create scripts that guide agents throughout the sales process and Presence Recording, a solution totally integrated with Presence Suite that allows telephone conversations to be recorded. The firm has Presence Intelligent Routing that allows business strategies, so that the agents can define the best destination for each contact that comes into the Call Center. Also, with Presence Messaging they can manage e-mail, FAX and SMS channels.

"Working with Presence solutions is a great opportunity for our company to optimize processes and boost productivity. Presence all-in-one 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 Dave Kielkucki from SCC InTouch.

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.