OnState with new release of its virtual call center software solution

2010-01-27 - OnState Communications, a provider of on-demand virtual call center and virtual PBX Business Presence communications systems, 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.
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.

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. Managers of outbound call centers will notice a feature in the new 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.

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.

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.


Author(s): CallCenterInternational

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