PRESENCE MANAGEMENT
Presence management is linked directly to unified communications and together they provide a powerful environment where you can gain access to the right person, at the right time, in the right way
Not just confined to contact centre staff, presence management can be used across an organisation to show who is available and how best to contact them. It’s a simple concept but a powerful one which has many benefits.
Using presence management, staff set their status to available or not available. When set to available, staff can state which way is the best way to contact them at that time, by email, mobile, landline or text. With this information available to everyone across the organisation, communication is enhanced both inside and outside the organisation.
The benefits of presence management are as follows:
- Calls are dealt with quicker
- Reduces the number of voicemails or emails left
- Improves the productivity of everyone
- Customer service levels are improved
There are a range of applications which can be combined to provide presence management. These include contact centre and unified communications.