Contact Center Solutions Featured Article

OnState Announces New Product Features

May 29, 2009

In addition to a number of dashboard and performance enhancements, company officials at OnState have announced new features as part of their latest release that include the addition of OnState Mobile, real-time account tracking on a centralized dashboard and SIP phone support.

The addition of OnState Mobile extends OnState's virtual PBX and virtual call center capabilities to iPhone and BlackBerrys.

OnState Mobile is designed to track the business presence of your remote or traveling employees, who can now use an iPhone or BlackBerry to participate as part of your call center operation. In other words, with this new feature, employees can directly receive incoming customer calls on a mobile phone, transfer the call to another employee in the company, or act as a secondary support resource to your core sales and customer support teams.

Call center managers can now view account information on a centralized dashboard. Available information that includes the total number of user licenses purchased and configured is displayed along with existing account credit balance, which is required to make or receive public switched telephone network calls. OnState customers handle the majority of calls using a soft phone based on Skype, SIP, or Google Apps, but the new release of OnState's software supports a range of SIP desktop phones.

Last spring TMC's tech blogger extraordinaire Tom Keating reported that OnStateannounced a mash-up of Zimbra and Skype. "OnState is the creator of OnState ACD for Skype, which essentially adds ACD & call center functionality to Skype," he noted, writing that "Zimbra is a popular open source server and client software for messaging and collaboration -- e-mail, group calendaring, contacts, and Web document management and authoring."

OnState officials said the mashup of Zimbra and Skype will deliver "a new, low-cost Unified Messaging solution."

David Sims is a contributing editor for ContactCenterSolutions. To read more of David’s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.

Edited by Stefania Viscusi