Voxeo and Presence Technology, an international software provider of multichannel contact center solutions, announced today the worldwide availability of an end-to-end hosted contact center solution that addresses the evolving requirements and challenges of today's mission critical, blended contact centers.
Presence selected Voxeo to deliver the Hosted Contact Center solution, which combines Voxeo's Unified Self-Service platform, including its Prophecy Interactive Voice Response (IVR), with Presence's iContact Center software suite focused on improving and streamlining customer service operations. The integrated solution is hosted in Voxeo's highly scalable cloud.
"As companies seek ways to better manage costs and resources, the availability of an all-in-one contact center solution built on market-leading technology and a high-performance, battle-tested network makes the business case for cloud hosting more attractive than ever," said Jose Luis Castaños, founder and executive vice president of business development at Presence Technology, in a statement "When it comes to customer self-service platforms, Voxeo is an acknowledged industry leader. When it comes to cloud-based customer service, Voxeo has unparalleled expertise."
As a new global partner in the Voxeo Connect partner program, Presence will offer its contact center solution in the Voxeo cloud. The solution will integrate seamlessly with Voxeo multichannel self-service, giving both companies' existing and future customers access to new all-in-one contact center functionality. Customers can also deploy a premises-based or hybrid solution that combines the advantages of premises deployment and cloud hosting.
"Presence offers comprehensive capabilities that not only significantly improve contact center agent productivity, but also facilitate better, more efficient customer care," said Clayton Reed, senior vice president of sales and marketing at Voxeo, in the statement. "We are delighted to integrate the Presence solution with Voxeo's self-service offering and look forward to helping companies leverage the advantages of cloud hosting to gain a competitive advantage."