Business Presence
Business presence™ is an innovative new concept that is at the core of OnState's virtual call center and virtual PBX business communication solutions. Business presence improves customer communications by intelligently connecting customers to the employees who can serve them best at any particular moment of time – regardless of where those employees happen to be – home, office, or road; or what type of device they happen to be using – office phone, mobile phone, even Skype and Google clients.
With OnState's business presence in your network, you can connect customers to employees based on business presence information – worker availability, capability, competency, spoken language or any other attributes or business rules that are important to your organization. You can better serve your customers by connecting them to the right person on the first attempt – eliminating voicemail, phone tag and customer frustration. And you can improve the efficiency of your workforce by allowing your employees to stay engaged with customers even when they are away from the office or working from home.
OnState supports multiple modes of interactive communications – voice, text chat, video – and uses business presence to engage customers in the most efficient and appropriate manner. With OnState you can add text chat to customer-facing Web sites to improve customer service and reduce Web site abandonment. Text chat is convenient and effective for many customer interactions plus it improves worker productivity by allowing employees to support multiple customers simultaneously. OnState uses business presence to steer chat sessions based on worker availability, activity, or capabilities. If Mary and John are both busy on the phone, OnState directs a chat session to Bob. For complex or drawn out discussions Bob can escalate the chat session to a voice call. You can even leverage business presence to deliver differentiated services and protect product margins. For example you can offer text-chat-only assistance for low-value services where you need to minimize support costs and offer interactive video “concierge” services for premium customers and high-margin services.
Business presence builds on IM and UC presence and provides an abstraction layer that automatically connects customers to the employee who can help them best at any particular moment in time based – not on employee name or phone number – but on business function and availability. With business presence you’ll connect your customers to the right person on the first attempt – using the most appropriate and efficient medium – chat, voice, even video. You’ll make more efficient use of your workforce, reduce voicemail and telephone tag, and put an end to customer frustration. And since OnState is delivered as an affordable network-based service you can make “big company” call center features available to everyday business functions and ordinary employees who aren’t typically associated with the call center. We’ll discuss this topic in more detail in a future installment.
Learn more about OnState's business presence intelligence layer by reading our blog post. You can also call us at +1.617.934.0381 or email sales@on-state.com.
