presence technology (english
DESCRIPTION
Presence Technology is a worldwide leading provider of Multi Channel Contact Center software, deployable Hosted or On Premise. The complete Contact Center Suite was created and developed in a large Multi Channel Call Center in Europe. Therefore, Presence’s advantage relies on a deep understanding of the Contact Center daily operations.Presence Suite Solutions are recognized as the most flexible, the easiest to integrate with other systems and the most user friendly solutions in the Contact Center industry.The highly qualified professionals at Presence work with numerous world class partners throughout North America, Europe, Latin America and South Africa who stand behind and provide support for any project around the world.TRANSCRIPT
Presence Technology
About Presence TechnologyAbout Presence Technology
Our mission:to assist our clients with theto assist our clients with the
tools and expertise to help them exceedto help them exceed
their contact center goals while forging a lastingwhile forging a lasting
relationship based on trust and service.
Presence [email protected]
Corporate Overview0 in Review• Presence is a global Software Company with
– 50,000+ users
0 in Review
– Customers in more than 20 Countries• Founded in 2001
– No Debt and Cash Flow Positive since its inceptionNo Debt and Cash Flow Positive since its inception– Presence Technology is part of Valora Corporation
• Global Fin’l Svces firm with market capitalization of US $200 million+
• Expert management team with 75+ years in ContactExpert management team with 75 years in Contact Center Market– 71 people strong and growing
• Offices:• Offices:– WW Headquarters: Madrid (Spain)– WW Development: Barcelona (Spain)
U S H d t Atl t GA– U.S. Headquarters: Atlanta, GA – Latin America HQ: Bogota, Colombia
Presence [email protected] Technology 2010 ®
Product Awards
Presence [email protected]
Client AwardsCLIENT AWARD
• CRC GOLD 2009: Best Banking CallCenter Operationp
• CRC GOLD 2009: Best CollectionsApplication
• CRC GOLD 2009: Best Public Safety Application
• CRC GOLD 2009: Best Customer ServiceMultichannel Application (Philips)
• National BPO awards by BPeSA: yTechnical Innovation of the Year 2009
Presence [email protected]
Client Awards Con’tCLIENT AWARD
• CRC GOLD 2008: Best Outsourcer• CRC GOLD 2008: Best Customer Service StrategyCRC GOLD 2008: Best Customer Service Strategy• CRC GOLD 2008: Best Customer Service
Application• CRC GOLD 2008: Best Utilities Application• CRC GOLD 2009: Best Outsourcer• CRC GOLD 2009: Best Utilities Application• CRC GOLD 2009: Best Help Desk Appliction
• CRC GOLD 2008: Best CustomerService Center
• CRC GOLD 2008: Best ContactCenter Multi-sector
• Premio AIAREC 2008: Best CallCenter in Latin AmérciaCRC GOLD 2009: Best Application• CRC GOLD 2009: Best Applicationand Experience with Travel and Tourism
Presence [email protected]
Loved by Business Users
• Operations can make changes on the fly• Fast adaptation to new business needs• Fast adaptation to new business needs• More work done with less personnel (all areas)• Unified Administration for ease of managementUnified Administration for ease of management• Built by Contact Center Experts for Contact Center
Expertsp• The industry’s best time to profitability
Customer Experience:Customer Experience: Customer references indicate good support of all implemented
systems and components. Requests for changes and modifications are dealt withefficiently and are typically incorporated into future releases of the productefficiently and are typically incorporated into future releases of the product.
Gartner Group 2009 Magic Quadrant for E‐Service Suites
Presence [email protected]
We are in Good Companyp y
Presence [email protected]
The Presence Value Propositionp
C lli P d & S iCross‐selling Products & Services
Measuring & Improving Service
Reporting and Analysis
Process Improvements
Presence [email protected]
Presence Product Portfolio
Recording and Quality
Custom Reporting
Supervisor Dashboards
All-in-one & Multipoint Suite Customer Interaction Hub Built-in Quality Management
Supervisor Dashboards
Unified Adminstration
All in one & Multipoint Suite
Multichannel & Back office
Universal Queue Management
Customer Interaction Hub
SIP enabled
Full CC IP solution
Built in Quality Management
Self Service, IR, and ERMS
Full Virtual CC support
Presence [email protected]
Best‐in‐Call Unified or Modular Solution
ROBO DIALING
INBOUND CALL HANDLING
BEST IN CLASSDIALER
ROBO DIALING AND SURVEYS
BRANCHED SCRIPTING
EMAIL, SMS,& CHAT
BACK OFFICE
COREUnified CoreSCRIPTINGPRE‐ AND POSTCALL WORKFLOWREAL‐TIME
& CHAT
IVR
CALL & SCREEN REAL TIMEMONITORING
DYNAMICREPORTS
CALL & SCREENRECORDING
INTEGRATION
LIST MANAGEMENTDASHBOARDS
Presence [email protected]
Value-added Services• Strategic Contact Center Consulting
– Operations– Technology
• Professional ImplementationE d t E d P j t M t– End-to-End Project Management
– Integration Services to any Application• Product TrainingProduct Training
– On-site, Remote or Train-the-Trainer• Global Support
– Level 1, 2 and 3
Presence [email protected]
Global Experience and Supportp pp
• 71+ Professionals Worldwide– Spain– USA
Colombia– Colombia– South Africa
• Follow the Sun Supportpp• Published SDK• Train the Trainer Approach• Born in the Contact Center• More than 50,000 users WW using Presence
Best TCO in the Market• Best TCO in the Market
Presence [email protected]
Thanks!NORTH AMERICA1200 Ashwood ParkwaySuite 410
EUROPEOrense, 68 – 4º Izq28020 Madrid Spain
CARIBBEAN & LATAM
Cll 93 No. 19B‐66 Of Suite 410Atlanta, GA 30338T: +1 800 847 3309
28020 Madrid, SpainT: (+34) 93 10 10 300
Comte Urgell, 240 3º08036 Barcelona Spain
401 Bogotá, Colombia
T: + 57 (1) 381 9386
Calle 64ª No 21 50AFRICA
08036 Barcelona , SpainT: (+34) 93 10 10 300
Calle 64ª No. 21‐50Manizales, CaldasColombia
T: +27 11 461 3286
www.facebook.com/PresenceTechwww.twitter.com/PresenceTech
www.linkedin.com/companies/Presence‐Technology
Presence [email protected]@presenceco.com