OnState Releases Winter '10 Version of Its Virtual Call Center Software Solution

Share Article

Updated Version Helps Increase Customer Service and Responsiveness Through Easier Employee Management and Reporting

News Image

OnState Communications, a provider of on-demand virtual call center and virtual PBX Business Presence™ communications systems, today announced that the company has added new features to improve the end-user experience of its products while also adding more management insight and control. Key features available in the Winter '10 release are full dashboard integration with Google, new live chat options that improve customer service and agent efficiency, outbound dialer enhancements to aid in campaign optimization, and reporting metrics for greater management visibility and agent optimization.

Google In The Agent Dashboard
To complement existing use of Google Voice and Google Talk as part of its virtual PBX and call center software solutions, OnState has fully integrated Google Talk into the agent dashboard. Now, using a single dashboard interface, agents can receive chat requests and incoming calls using Google Talk embedded in the OnState system. This addition continues OnState's tradition of device independence by allowing customers to use their respective device of choice—including existing telephony equipment, SIP, Google, and Skype—and having that device integrate seamlessly into the OnState system. It further continues full dissemination of Business Presence across all members and partners of the enterprise, aiding with finding available experts for enhanced customer responsiveness, not matter where the individual resides or what device is in use.

Agent Live Chat Sessions
Call center supervisors and administrators now have more flexibility when it comes to agent live chat sessions. The OnState system can be configured to allow an agent to handle any number of simultaneous live chat sessions, and can also be configured to allow the agent to receive a voice call while chat sessions are in progress. This adjustable combination provides greater call center agent efficiency while also tailoring interactions for customer service effectiveness. It further facilitates chat requests converting seamlessly into voice calls, voice calls being augmented with simultaneous chat, and chat session turning into co-browsing and screen share sessions with the use of applications like Yuuguu.

Outbound Call Center Campaign Optimization
Managers of outbound call centers will notice a helpful feature in the new OnState release that allows outbound campaigns to be weighted. Should one campaign take priority over another, or should multivariate testing need to take place, this option can be used to reach the desired blend. OnState's outbound autodialer also now includes greater reporting capabilities for rapid management insight and decision making.

Enhanced Call Center Reporting Metrics
In the Winter '10 release, individual call center agents are now able to view more real-time performance metrics live on their dashboard. Further enhancements to the open XML data store provide call center supervisors and administrators the ability to view and customize additional information as it pertains to call queues, agent skills, and agents logged on to the system. OnState also enhanced graphic reporting elements that allow call center managers to easily determine, in both real-time and historical reporting, how agents are responding to customer inquiries.

Other updates in the Winter '10 release include extensions to the OnState open web services for integration with other cloud- and premise-based systems, additional outbound dialing options, and greater flexibility in setting up and customizing menu routing.

Pat Kelly, CEO of OnState, said, "It is due to OnState's true SaaS, network-based, and device-independent architecture that we are able to rapidly innovate and respond to enhancement requests from our customers and further cement OnState's leadership in the virtual call center software space."

About OnState
OnState provides real-time on-demand, Business Presence virtual call center solutions that are highly-functional and scalable. Using the company's patented technology, OnState's solutions ensure that customers are connected with the proper employee on the first try, every time, and independent of location or device, including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems), OnState's mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, email: sales(at)on-state(dot)com; Skype: onstate.sales; GTalk info(at)on-state(dot)com; call: +1 617-934-0381 or toll-free 1 866-532-5036; or visit OnState on the web at http://www.onstate.com.

All product and service names mentioned are the trademarks of their respective companies.

# # #

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Shawn LaVana
OnState
+1.617.934.0381
Email >
Visit website