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Thursday, September 29 • 1:30pm - 2:15pm
Achieving 2000 seat multichannel contact centers with Asterisk

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Presence Technology is a software company with more than 15 years which offers a best-in-class Multichannel Contact Center Solution which is recognized by Industry Leaders.
On this event, we would like to share a successful story of how Presence Technology decided using Asterisk to extend its Contact Center Solutions with full independence of the Telephony Platform the customer had. Presence Technology will explain how to achieve the utilization of Asterisk and made it scalable to support 2000 agents on a single setup.
In 2015, Presence OpenGate Architecture (powered by Asterisk) represented more than 80% of all deals Presence won. Clients are confident with the Solution & Asterisk Platform. This architecture is dispositioning other solutions such as Avaya, Genesys, etc.
Developing a full telephony platform from scratch was not feasible due to costs and timing, so Presence Technology decided to use Asterisk. Its Open Source approach allowed Presence adapting it to leverage a solution which will gather all features covered by the Avaya, such as: PBX, ACD, Call Classification, Terminal Registration, Encoding, VoIP Protocols, etc. Presence completed Asterisk great features and focus its resources on making it more scalable engineering an N+1 architecture which can be managed as 1 big system and including a common CTI Layer, ACD Engine, Classification Engine, Administration Layer, etc.
Today, and thanks to Asterisk, Presence Technology is able to provide a complete solution end-to-end with Voice, E-mail, SMS, Social Media, Chat and Video channels fully blended. It includes full automation for Voice Outbound and Inbound interactions, including IVR with TTS and ASR capabilities. This automation can be extended to non-voice channels using the Intelligent Routing engine.
Embedding Asterisk into Presence Technology Solution allows deliver a very easy to use solution. The Presence Contact Center Solution is scalable, flexible, affordable, and reliable. Contact Centers are complex environments and Presence just simplifies them.

avatar for Alfredo González

Alfredo González

Product Management Director, Presence Technology
Alfredo Gonzalez holds an Engineering IT degree from Saint Louis University (USA). He has broad experience in the IT sector and has held various positions such as IT Manager, EMEA Infrastructure Director and IT Regional Director for Iberia and Latam for multinational companies like... Read More →

Thursday September 29, 2016 1:30pm - 2:15pm MDT
Solana H Solana H