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Ottawa, CANADA, April 30, 2008 – prairieFyre Software is proud to announce the latest release of the Customer Interaction Solutions portfolio. Contact Center Management and Call Accounting Version 5.4 offer new applications, development tools for contact center automation, and several exciting new features all aimed at streamlining configuration and enhancing business efficiency and productivity.
With first contact resolution as a top priority for many companies, Version 5.4 offers several agent and supervisor desktop productivity enhancements to help achieve this goal. A deeper presence module is now available in all real-time user interfaces. Detailed inbound, outbound, and internal caller information is displayed in both agent and general business extension real-time views. This provides all employees with a company-wide view of subject matter experts, helping them to make intelligent decisions about how to best resolve customer requests.
The agent desktop now offers call notes, an intuitive workflow tool that enables agents to share critical in-progress call information with other agents when transferring calls. Agents can quickly identify the context of calls and maintain the integrity of caller information while providing efficient, effective customer service.
Contact center managers interested in business process improvement will enjoy the new line of reports that includes advanced filtering capabilities. The new Lifecycle reports provide statistics on all events related to the life of a call, from the moment the call enter your telephone system to call termination. These reports provide insight into where calls go within your business and how they are handled. Lifecycle reports house all related call information, including any call notes added by agents and any relevant call recordings. Call recording are offered as part of the new Version 5.4 integrations with industry leading call recording vendors.
The Contact Center Screen Pop API is a new software development tool that enables in-house programmers to automate processes and information sharing within the business. The toolkit enables up-front caller data from third-party IVR applications to be used in call flows and provides a powerful client-side design interface to automate agent computers and telephones.
“This release is packed with the state-of-the-art features our customers have been asking for” states Chris Courneya, President of prairieFyre Software Inc. “We are confident that the Customer Interaction Solutions and Call Accounting portfolios will allow our customers to differentiate themselves by providing the ultimate services to their customers.”
A revitalized Call Accounting application is also being unveiled for Version 5.4. Critical feature enhancements include a flexible rate plan interface that easily handles the changing dial patterns of carriers and eases the configuration burden in larger businesses with many branch offices. Key to Call Accounting is the new YourSite Explorer configuration interface, which enables read, write, and validation of devices and telephone system programming. This greatly reduces the time it takes to set up your system and run reports, and ensures that your system is programmed to provide quality data collection and accurate reporting.
For more information, visit the What’s New page or contact prairieFyre Software at sales@prairiefyre.com.
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