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Ottawa, CANADA, March 19, 2007 –Customer Interaction Solutions Version 5.2 is all about new features and enhancements to existing options that dramatically impact contact center efficiency and productivity. Most notably Version 5.2 integrates with Microsoft Office Live Communications Server 2005, and includes a streamlined installation process and the new Flexible Reporting application.
Microsoft Office Live Communications Server 2005 provides online presence through Microsoft Office Communicator. Customer Interaction Solutions Version 5.2 integrates with this powerful tool to provide enhanced online presence in its real-time monitors. Agents and supervisors can use Microsoft Office Communicator as their default instant messaging client to communicate with in-house and external product experts.
“At prairieFyre, we recognize the importance of unified communications to help contact centers provide exceptional service. When an agent needs an expert to resolve a call, the agent can now reference a unified desktop that natively delivers presence and availability through Microsoft Office Live Communications Server 2005. This is critical towards first contact resolution,” states Chris Courneya, President.
An integral component of managing contact centers is accurate effective reporting. The Customer Interaction Solutions application includes over 425 reports; however, this release has gone one step further to provide the Flexible Reporting option. Using this application, managers can modify the standard reports or create new report templates. A wizard guides users through the process of building their own reports, step by step.
In addition to the ability to modify the layout of existing reports, Flexible Reporting enables users to combine like data for two or more device types in one report, renaming column headings, and customize report headers.
Another product improved with this release is the intelligent messaging and IVR offering: Intelligent Queue. New functionality is as follows: enhanced call flows, directing call flow based on several conditions; updated position in queue messaging; digits dialed by the customer read back in supported languages—English, Dutch, French-European and Canadian, Spanish-European and Chilean; collected digits dialed verified for several functions, for example, a customer dials an account number only once to access account activity, previous charges, and upcoming amount due information; automatic database back up; and support for the G729 codec with voice compression.
For more information, contact prairieFyre Software at sales@prairiefyre.com.
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