Unified Communications Featured Article

OnState Communications Announces Product Enhancements


February 22, 2010

OnState Communications, which uses patented business presence technology to improve communication and collaboration with customers, has released its summer 2009 product enhancements.

 
The company reportedly has made many enhancements including those made to the OnState auto dialer, business chat, multi-tier tenant support, and reporting and analytics. 

A summary of the updates follows.
 
OnState AutoDialer- The enhancement provides improved agent interaction with the autodialer, making the program more efficient and automatic. The autodialer capability enables the call center agents to seamlessly open documents, questionnaires, and other scripted and collaborative online information from the OnState dashboard.
 
Business Chat- OnState has made the business chat feature more configurable and it can easily adapt to the unique needs of customers. The company encourages customers to add business chat to its Web site as part of the OnState business presence communications solution, which includes both chat and voice components. Company officials said this will enhance their customer support as well as provide additional convenient forms of contact.
 
OnState's business chat feature makes collaborating with customer an easy and hassle-free experience. The solution has fields that can be customized to suit their company's needs, including logos, greetings, foreign language options, and delay and after-hours announcements that contain an option to leave a message for call- or chat-back.
 
Customers can also configure OnState’s business chat to automatically ask questions when a user engages chat. With this capability, they can save valuable employee time while providing the proper information required to enhance service and support.
 
Multi-tier Tenant Support from OnState lets customers and outsource providers share the same system. Customers and their partners can use OnState to operate in the same instance, and dynamically manage call and chat traffic based on volume and the requirements of individual callers.
 
By turning the network into the call center, OnState allows all resources to be managed as virtual pools, independent of location and where the agent reports.
 
Reporting and Analytics- Call center operational statistics are now available to all agents. In contrast to traditional call center solutions that use reader boards to keep all agents informed about call center activities, OnState leverages Web to freely disseminate key performance metrics to all users.
 
Other enhancements include additions to the supervisor dashboard, agent availability settings, and agent force-off requirements and associated reporting.


Anuradha Shukla is a contributing editor for unified communications. To read more of Anuradha’s article, please visit her columnist page.

Edited by Amy Tierney




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