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Ottawa, CANADA, August 1, 2007 – prairieFyre Software is pleased to announce the release of Customer Interaction Solutions Version 5.3. Customers who upgrade to this new release will see significant improvements to the existing product line, and have the option to add new, cutting-edge Contact Center productivity tools.
The Contact Center workforce can now benefit from enhanced “work at home” features through PhoneSet Manager and Softphone support of Mitel’s award winning Teleworker Solution V4.5. This enables your agents and supervisors to work from home or while traveling, providing them with complete access to the voice and data capabilities used by their colleagues in the contact center, without the use of a traditional Virtual Private Network (VPN) connection.
Also available in Version 5.3 is the new Contact Center Screen Pop application, natively delivered through Customer Interactions Solutions architecture through to the PhoneSet Manager and Contact Center Softphone. Contact Center Screen Pop reduces customer wait times, enhances service levels, and increases customer satisfaction by providing agents with caller information displayed in desktop pop-ups when they receive incoming calls.
With Contact Center Screen Pop, supervisors can track calls consistently and accurately using the Microsoft Outlook journal entry option, or by connecting their company’s own Personal Information Management system. They can also turn on valuable quick connectors that enable Contact Center Screen Pop to work ”out of the box” with Microsoft® CRM and Salesforce.com®.
“The demand on today’s IP Contact Centers to provide excellent customer service, while maintaining a low cost line is greater than ever” states Chris Courneya, President, prairieFyre Software. “The latest release of Customer Interactions Solutions allows our customers to reach profitability sooner, by optimizing their service centers with efficient and productive software tools.”
There have also been significant management improvements to Version 5.3, including Microsoft® Terminal Service thin client support and the 3300 ICP Synchronization and Validation tool. These important additions to the suite reduce the configuration and administration costs of maintaining a world-class Contact Center.
Included in every Version 5.3 software package, the 3300 ICP Synchronization and Validation tool audits and reports on your 3300 ICP programming, ensuring the system is configured optimally for prairieFyre products. It automatically programs the YourSite database to reflect the telephone system configuration, ensuring accurate reporting at all times.
High Availability is a disaster recovery network configuration that leverages Microsoft Clustering services for Contact Center Management, Interactive Contact Center, and Intelligent Queue. In the event of a network outage or natural disaster, High Availability ensures failover to a secondary server upon the failure of the primary. It also allows for continuous uptime while upgrading or performing maintenance on servers without affecting clients and ensuring no money is lost during down times.
For more information, contact prairieFyre Software at sales@prairiefyre.com.
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