Improving Interactive Communications Through Presence

Successful enterprises are always seeking novel ways to improve customer interactions and increase employee productivity. Improving telephone communications is a simple way to reduce business inefficiencies and increase customer satisfaction. Studies indicate as many as 75% of business calls are sent to voicemail. Telephone tag wastes time, impacts worker productivity and adversely affects customer relations. Innovative organizations are leveraging telephony presence to reduce telephone tag and make telephone calling more predictable and efficient.

The basic act of placing a telephone call is inherently inefficient. When you pick up the phone to place a call you have no way of knowing if the party you are calling is available or willing to accept your call. The person you are trying to reach could be away from the phone, on another call, or engaged in another activity. Telephony presence helps eliminate the guesswork by indicating in advance if a party is available and willing to accept a call. More significantly, presence information can be integrated into business processes so telephone calls can be routed automatically to the person best suited to answer a call based on availability, role, spoken language or other enterprise-defined criteria.

To read our Presence Service application note, click here.