OnState Releases Midsummer '10 Version of Its Virtual Call Center Software Solution

Top Quote Update Incorporates Customer Feedback; Adds Supervisor and Agent Features to Improve Call Center Operations, Enhance Agent Productivity and Boost Customer Service. End Quote
  • Boston, MA-NH (1888PressRelease) August 11, 2010 - OnState Communications, a provider of cloud-based virtual call center and virtual PBX solutions, today announced the company has released the Midsummer '10 version of its cloud communication solution. The new release helps agents serve customers more efficiently and gives administrators greater visibility and control over call center operations. Many of the enhancements in this release were specifically requested by OnState customers.

    Administrator Enhancements
    OnState now includes a scheduling utility to automate call center operations. Administrators can configure call center operating hours and define how calls and queues are handled on a per-skill, per-number or per-agent basis. The utility supports daily scheduling - for distinct weekday and weekend operations - as well as exception scheduling for holidays. Administrators can also take advantage of a number of new reporting features. Summary and detail level reports now include additional information to help managers better evaluate service quality and staffing levels so they can improve customer service and optimize call center productivity.

    Agent Enhancements
    The OnState Anywhere agent application has been enhanced to improve call management and give agents greater visibility into missed calls so they can identify and re-engage abandoned callers. In addition, the OnState Anywhere client now offers auto-complete search capabilities so agents can initiate calls and transfer callers more quickly and efficiently. These new agent features improve agent productivity and enhance customer interactions.

    "Customer satisfaction is paramount to OnState," said Pat Kelly, CEO of OnState, "Our SaaS-based architecture lets us respond to customer requests quickly and easily, and lets our customers take advantage of new features and capabilities in a non-disruptive manner."

    About OnState
    OnState provides real-time on-demand virtual call center solutions that are highly-functional and scalable. Using the company's patented business presence technology, OnState's solutions ensure that customers are connected with the proper employee on the first try, independent of location or device -- including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems (NASDAQ:CSCO), OnState's mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, email: sales ( @ ) on-state dot com, call: +1 617-934-0381 or toll-free 1 866-532-5036, or visit OnState on the web at http://www.onstate.com/about-us.

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