Presence Great Omnichannel Option for Contact Centers
Updated December 21, 2016

Presence Great Omnichannel Option for Contact Centers

Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Presence Inbound

We are a BPO contact center and we use Presence as our omnichannel communications solution. We have inbound and outbound operations. We have email, chat, as well as voice interactions with our client's end user consumers. We have sales, collections and customer service campaigns operating with great results and Presence's stability has been great for our productivity.
  • Real time reporting
  • Historical Reports
  • Supervisor interface
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
  • Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
  • In our sales presentations, Presence is one of our major strengths.
I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.
Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.

Using Presence Inbound

250 - We are a contact center & BPO company and our telecommunications are based on Presence. We do customer care assistance, telemarketing, collections. We use chat & emailing capabilities as well. Presence allow us to be an omnichannel Contact Center.
1 - Computer Science Engineer
SQL
  • Airline Company Campaing with over 150,000 voice interactions per month
  • Cell phone company Telemarketing campaign with over 150 agents
  • Chat & Emailing programs
  • Callback features to help increase customer satisfaction
  • C-Sat surveys trough the application
  • Self Service IVR
  • Internal communications switching our present extensions
  • Social Media (Facebook, Twitter, etc)
Price. Easy to use. Support.