Presence SuiteSolutions for Customer Experience Optimization

Presence Suite All-In-One is an Enghouse Interactive solution, which provides a complete, easy-to-use and implement tool that promotes and improves Customer Engagement Centers operations. Completely oriented to simplify the work of agents and Contact Center managers, it minimizes the constant involvement of technology department’s resources, giving it the necessary autonomy to streamline operations and adapt them to the changing conditions of the business and the Organization itself.

Presence Suite

All-in-One Solution

Enghouse Interactive

Presence Suite offers a

complete All-in-Onesolution specifically designed

for the Contact Center to drastically improve productivity,

service quality and customer satisfaction

Concept Visionof Presence’s Suite

Presence Suite All-In-One meets Contact Center omni channel, blending and quality needs with the complete integrations of the different modules.

The Suite embeds business rules simplifying the data capture and presentation that might be required during the service. The routing strategies for each of the interactions in the Contact Center takes into account data from the contact and its context in an easy-to-use visual environment and highly effective to boost the customer experience.

Presence Suite works as a standalone Contact Center Solution or in tandem with your existing PBX to simplify communication between businesses and their customers without significant equipment changes or costly upgrades.

Customers

Customer Service

Real Time / Historical Reporting & Managemen

t

Socia

l Inter

actions Conventinal Interactions

Presence Scripting Business Applica

tions

Media Gateway

Unified Agent Toolbar

Self service

Voice Text Chat C

ol.

Intellig

ent Routing

BusinessStrategy

Customer ServiceManagement

AgentWorkforce

BusinessIntelligence

Powered by Enghouse Interactive Multi-MediaACD

Enghouse Interactive

Presence Suite

Modular TechnologyPresence Suite’s modular architecture is based on open and simple industry standards that transforms the Contact Center platform in an elastic and dynamic environment without investing time or money in making integrations of the various used products:

• Adapts to all types of business operations.

• Accommodates easily to the business operations growth

• Allows you to purchase the features only needed at a given time, allowing the effortlessly integration of complementary modules.

Enghouse Interactive

oneall in

Enghouse Interactive

Presence Suite as a omni channel solution for Contact Center delivers proven results:

Benefitsof Presence Suite All-in-One

• Productivity increase in 150%,

• Customer satisfaction increase in 50%.

• Automated intelligence.

TOURISM

TELCO

BPO

FINANCE

HEALTHCARE

• Outbound campaigns management and data control improvement

• Managed Leads increase of by 72% per year

• 35% efficiency improvement.

• Better customer segmentation with Presence IR

• Omni channel integration

• 40% productivity increase in mail Management.

• Productivity increase

• Environment automation

• Multi-site deskop unification through Presence Scripting.

• Achieve a monthly record of 90% in service levels.

• The customer service level went from 81% to 95% and abandonment rate decreased 34%.

• Productivity increase by 150%

• More flexibility, control and quality of operations

• Increase of agent productivity with Presence Scripting integration.

EDUCATION

Enghouse Interactive vast Contact Center experience has allowed our clients to identify, analyze and respond to any Contact Center needs through an extremely modular technology that covers all aspects related to efficient Contact Center Management.

Presence Suite efficiently addresses the quality management by providing information and tools that ensure a high level of control to the services managed by the Contact Center. The features offered include:

» Presence Suite can identify the client and the reason of contact throughout different options and use that information to provide more information to the agent.

» The Suite has the capability to store business information and the operation allowing for joint analysis and data exportation.

» Through the Quality Management Suite module, it guides the agent interactively through each interaction according to its speech and the selections or information on the script.

» Presence Suite records voice, text and data, documenting all interactions and providing consistent and constructive feedback to supervisors and agents for greater quality control

Quality

increase

increase

ProductivityThe built in Presence Suite features have helped customers to increase the productivity of their Contact Centers in significant percentages, making the ROI within a few months.It stands out for its low cost of ownership, thanks to the features available in the product, such as:

» Ease of use and quick configuration by operations, business and technical areas

» Scalability and modularity

» Simplified Training

» Modularity

» Reduced Technical requirements: On agent site and servers

» Integration with third party applications

» Reliable and stable

» The ability to make live changes

» Architecture based on open standards

» Unique repository of data with all the operative, quality and business information

» Capability to interact with any PBX in the market

» Standalone solution (no need of a PBX)

The Presence Suite All-in-One solution from Enghouse Interactive not only increases the productivity of Contact Center employees but also

with all departments that interact with it.

The Presence Suite All-in-One Solution provides a complete Contact Center solution in one modular product so the organization has to maintain only one system. The different modules offer a set of built in feature pacages and natively integrate with the rest of the modules.It´s architecture allows for the implementation and adaptation to any requirement or strategy defined by the company in a quick manner without any technical complexity.

Presence Suite All-in-One offers the possibility to carry out a fully automated survey after an interaction with a contact through the Automation modules (Intelligent Routing module and Communications Portal IVR), helpingthe Contact Center quality management teams to understand the evaluation given by the customer and improve the operation.

Adaptation

Customer satisfaction

capability

increase

Its architecture allows to implement and adapt the solution to any requirement or strategy defined by the company quickly and without any technical complexity

The 96% of our customer renew with us.Ask them why.

Vo

ice

/ Vo

IPO

ther

Ch

ann

els

Presence Suite

Agent

Agent

Pres

ence

IR

Universal Queue Scripting

DDBB HTTP

Pres

ence

Age

nt

Pres

ence

SD

K

Recording

Reporting

Presence Supervisor

Business Process Automation

OpenGate Stand Alone

OpenGate with Any PBX

Video Interactions

Customer Engagement Center

Presence Administrator

Business Users

E-MAIL

CHAT

WEB CALLBACK

WEB COLLABORATION

SMS

FAX

SOCIAL MEDIA

VIDEO

VoiceInbound Customer Survey

MailInteractions

SMS/FAX

WebInteractions CallBack

Web Chat

Screen Recording

OutboundDialer RoboDialer

Agent Assisted

Widgets

REST APIsAdministratorSupervisorWeb Interactions

Web Agent/Web Services/ JSHTTP API

CRMERP

SupportCustom App

ElementsPresence Suite

The modular architecture is so elastic that companies can not only cover specific needs such as: call recording, intelligent routing, IVR, automatic handling of interactions, efficient dialing and agent scripting etc., but also have a complete and unified technology solution for the Contact Center and Customer Engagement Center.

This modular architecture allows the solution to be implemented and adapted to any requirements or strategy defined by the company, very quickly and without any technical complexity.

Quality and Analytics

Presence Recording

QualityManagement Suite

A simple, intuitive and powerful tool for designing fully customized reports. Allows you to combine data generated from Presence Suite with other databases or external systems, such as ERPs, CRMs, Ticketing tools, etc. Reports can then be exported in various formats: PDF, Word, CSV, Excel, etc.

Quality Management Suite (QMS) is a recording solution enriched with a full set of features to ensure the quality of theoperations and optimize business strategies in real time, comply with the legal regulations and improve service levels.

Presence Custom Reports

Presence OpenGate

Telephony Systems

Although the Presence Suite integrates natively with the Avaya CM CTI platform, I can also do it with any other phone or PBX in the market, in an easy and flexible way, thanks to the SIP Gateway, Presence OpenGate. This component also facilitates the autonomous deployment of the Presence Suite without the need of third-party PBXs.

Easy management of e-mail, fax and SMS channels in a combined way within the Presence Suite. These channels are handled through a universal queue, which manages them with the implementation of business rules, prioritization, agent assignation by skills and sharing the interactions established on the platform and on each service.

Business Intelligence

The Business Intelligence solution that empowers the user to break down, filter and navigate through the data collected by all Enghouse Interactive solutions. This new way of visualizing and interacting with data allows you to get answers to complex questions in seconds that drive the right decisions.

Team Management

Workforce Management

La solución de workforce management, proporciona una plataforma en la nube para la planificación y programación de todo el personal del contact center. Dispone de una conexión integrada con Presence Suite y ofrece funcionalidades para aumentar la retención de agentes y reducir gastos administrativos.

Enghouse Interactive

Automation and Self-Service

PresenceIntelligent Routing

PresenceAdvanced IVR

Engine that performs automatic routing of interactions based on business rules previously established in the definition of processes and customer management strategy. This module can process any type of incoming interaction regardless of the channel (calls, e-mails), running the routing rule assigned to the interaction to offer the best customer and agent experience. It provides basic IVR capabilities through tones recognition, DTMF and recordings playback.

Integration with Enghouse CP solution to provide the sophisticated features and capabilities of a self-service portal integrated with Presence Suite. It incorporates recognition engines and voice synthesis, TTS, ASR and mobile IVR capabilities. This allows the creation of fully automated intelligent strategies for all types of interactive services for the Contact Center.

Presence Agent

PresenceSocial Interactions

Presence Social Interactions is a module that lets you establish or strengthen communication with your clients with bots through the different social and messaging channels Whatsapp, Facebook, Twitter, Instagram, Telegram, Web Chat and Mobile apps. This improves customer experience, reduces costs and time required by voice assistance and increases the revenue of your company by better using time and human resources.

Presence Supervisor

Presence Administrator

User Interface

A tool to manage and administrate the system with which the main technical parameters and services are setup. It also establish user profiles and grants the access to data and all levels of functionalities in order to preserve the platform security.

The on-line services management tool designed in a visual way to provide easy-of-use, service upgrades and establishment of the required business rules. It allows access to all Presence Suite modules and to the wide set of real time monitors and historical reports of the Contact Center operations. It can be accessed using a Web browser, thanks to WebRTC technology.

Interface in toolbar format, used by the agent to interact with all Presence Suite channels. In its Web version it incorporates WebRTC (Real Time Communications) technology that allows customer care service without a telephone extension, only with a web browser.

Enghouse Interactive

Omnichannel

PresenceMail Interactions

PresenceVoice Outbound

PresenceWeb Interactions

Presence Voice Inbound

A robust system that offers three different outbound dialing modes: predictive, progressive, and preview. Get significant improvements to increase the performance and the ability to contact and thus achieve higher productivity on the Contact Center. In addition, it includes all the functionalities of the Presence Voice module.

It complements Web interactions by facilitating the management bi-directional audio or audio & video communications between customers and agents via internet. It uses WebRTC technology, which avoids having to install anything the standard-compliant browsers.

Interface for third party apps integration

A set of libraries for the development and integration of applications, which facilitates the combined management of Presence Suite with other existing business applications used in the Contact Center.

Presence Scripting Presence SDK

This module allows designing and publishing agent scripts to use in the various Contact Center services, with a tool that is simple and intuitive, graphical and easy to use by non-technical personnel. Fully integrated with the Presence Suite, it collects and displays information at all times during a customer or a service management.

Easy management of Chat, Callback and Web collaboration channels in a combined way within the Presence Suite. These channels are handled through a universal queue, which manages them with the implementation of business rules, prioritization, agent assignation by skills and sharing the interactions established on the platform and on each service.

Easy management of e-mail, fax and SMS channels in a combined way within the Presence Suite. These channels are handled through a universal queue, which manages them with the implementation of business rules, prioritization, agent assignation by skills and sharing the interactions established on the platform and on each service.

Complete solution that manages the incoming calls flow and it is able to combine any type of incoming inbound interaction in the Contact Center. It simplifies and facilitates its integration with any other module of the Suite and to any existing business app through the module Presence SDK application.

PresenceVideo Interactions

It integrates backoffice tasks generated in the Contact Center into a single management interactions queue. This module takes control over this type of tasks, including those that have not been previously managed by the Presence Suite.

Presence BackOffice

Enghouse Interactive

Solutions PackagesPresence Suite

Solutions Packages are solutions focused on resolving specific needs raised by our customers over time. These packaged tools allow taking full advantage of the features offered by the Presence Suite solution, improving operational performance and maximize the productivity of the platform.

RecordingsLabeler

The analysis of voice recordings is extremely important when it comes to developing products and services that adapt to the demands of customers for offering an optimal experience. This module aimed for automating the labeling of recordings generated in the contact center by adjusting their names and formats to customer´s needs for further processing. This automation significantly saves time of the resources allocated to these tasks.

LoadManager

The main objective of this new module is to automate the process of business data load management in the scripts and in dialing campaigns, allowing the user to choose the data to be loaded in each service and to program its execution. This process automation in a single point speeds up the start-up of campaigns and the updating of the data in real time.

AbandonmentManagement

Long waiting times in call queue directly influence the experience and levels of customer satisfaction. This module is designed to reduce these times with better management of queued calls. This way, while the customer waits to be served, the system can offer interaction and provide the option to remain in the call or to have it returned later. On the other hand, if the customer decides to leave the call at any time, this functionality allows retrieving that record to contact him/her later.

Enghouse Interactive*Average of Enghouse Interactive´s customers

50%50% Resource optimization of execution and programming (recurrent in a year)*

Increase of contactability*

Improvementof agent productivity*

15% 23,7% 7%Increase of campaign effectiveness*

Reduction ofabandonment*

25% 20%Increase ofcontactablity*

We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers –anytime, anywhere, and via any channel.

More information at www.enghouseinteractive.es/en

The Presence Suite All-in-One solution has been designed to support all kinds of telephony systems without having to make changes to the software solution. Its architecture based in open standarts, such as SIP or HTLM5 facilitates its adaptation to any type and any Contact Center size, while preserving previously made investments and minimizing costs. It highlights the implementation flexibility in virtualized environments, optimizing furthermore the system resources.

More information about Presence Suite modules at: www.enghouseinteractive.es

About Enghouse Interactive