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1Stream Releases Platform 2.5

September 15, 2015

As business and consumers continue to adopt different communication touch points, contact center operators must do the same. Without the implementation of technologies that are able to provide the necessary flexibility to address what is available in today’s ecosystem, operators won’t be able to compete. To make this possible, they are migrating away from legacy infrastructure technologies in order to have the capability to start offering more options.

As a provider of cloud-based contact center technology in South Africa, 1Stream has announced the release of Platform 2.5 to give operators tools for addressing the fast-changing contact center environment.

The company stated the updated version of its platform has been shaped by the mobile-first trend and increasing use of multimedia by consumers. Having this technology in their possession has allowed consumers to engage with contact centers any time of day using Web platforms, emails, video chat and SMS.

After identifying these changes by consumers as well as the wider contact center environment, 1Stream made it possible for operators to deliver their services in a browser-based platform. This type of capability means they don’t need a landline number to connect to customers. As long as the customer has the Web address, they can carry their conversation with an agent any time.

According to the company, Platform 2.5 is easy to install and manage on any smart mobile device, and all that is needed to start working is a headset. Additional enhancements allow Web calls, instant messaging functions and social media interactions.

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"Today's contact center has to be properly equipped to manage customers making use of new channels such as social media and Web chat, for example," says Jed Hewson, Director at 1Stream. "In addition, new technology such as WebRTC, which allows a consumer to make a call via a Web browser without needing a landline number, presents challenges for contact centers that our updated platform is designed to take into account."

With WebRTC, agents and consumers can interact with voice, video and data on a single page without having to switch from one format to the next. Customers can show products on the video camera while talking, and if necessary they can type texts or send documents in order to address a particular problem. For operators, it means using a technology that is able to leverage big data and deliver dynamic reports that provides valuable insights into every single interaction to improve future services.

As Hewson said, “As customers embrace new technology tools and platforms, so too should contact centers in order to meet customer demands and expectations.”

Edited by Dominick Sorrentino

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