Contact Center Solutions Featured Article

Gartner includes Presence Technology in Magic Quadrant of the Contact Center Infrastructure

June 04, 2014

Presence Technology, a provider of Contact Center solutions, recently announced that Gartner, Inc. has included the company in the Magic Quadrant of the Contact Center Infrastructure. Gartner’s May 22, 2014 report is focused on Contact Center Infrastructure and mentions 19 Contact Center Infrastructure technologies.


 “We consider our positioning in the Contact Center Infrastructure Magic Quadrant by Gartner confirmation of our strategy to enable customers to provide a best in class customer experience to improve business performance,” said Araceli Aranda, CEO of Presence Technology, in a recent press release. “We continue to innovate while we execute on our product roadmap. With the upcoming launch of version 10, we will provide the market innovative features to the Contact Center environment and further enhance our market position.”

Presence Technology provides Multi-Channel Contact Center solutions, which enable today's Contact Centers to optimize resources and improve communication process efficiency. The company works in tandem with existing phone system to simplify communication between businesses and their customers; without significant equipment changes or costly upgrades.  

Presence has eliminated the need for IT departments to install any additional software to their agent’s Contact Centers desktop. By using WebRTC technology, Presence Web Agent omits the use of third party extensions (Java, Flash, ActiveX, plug-in…) and runs on any operating systems as the voice path and agent interface run within the browser window.

Last year, Presence Technology won 2013 Unified Communications TMC Labs Innovation Award. The Presence Web Agent solution saves a company time, expense and effort when managing its customer service goals. In addition, Presence suite simplifies the architecture of almost any contact centers, improving processes, ensuring 24x7 availability, scalability of facilities and quality of services. The TMC Labs Innovation Award honors products that have demonstrated innovation, unique features, and noteworthy developments toward improving communications technology.





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