Presence management essentially means making the current accessibility of one person visible to others and using it for improved communication. This is because efficient communication in the company often fails because employees have no information about the current availability of their colleagues.
Use information wisely
A presence management system displays this information in real time. All sources of data that provide information about the current accessibility of an employee are taken into consideration, such as:
- Calendar entries in Outlook
- The status on the PC (is someone logged on or off?)
- The status of the telephone line (is someone currently in a conversation?)
- Manual setting in a UC software (absent, absent)
Presence management as the basis for digital customer contact
Presence management has been part of estos software since 2003. Real-time presence information helps companies improve their internal and external communications. Recently, the unified communications & CTI software suite ProCall 6 Enterprise was named "Winner" in the Information Innovation category of the 2018 German Innovation Award for its presence management system. This award also underlines the importance of presence management as a strategic success factor for companies, since it forms a valuable basis for upcoming, digital business models and future-proof communication solutions.
Presence management as a requirement for the workplace of the future
The workplace of the future is becoming more flexible. More and more companies allow their employees to work from home. Here, too, presence management offers the advantage that employees working from home can see at a glance the availability of their colleagues in the company and elsewhere. So, it is already clearly defined beforehand whether a call can be made or whether due to current availability another form of communication would be more effective. If a colleague phones, a chat message can be sent with a request for a callback. If they are busy in an appointment, it is easy to see when they are available again. To introduce flexible workplace and working time models, a presence management system forms the basis for ensuring efficient communication across different locations. If presence management is part of unified communications (UC) software, a company benefits from better insight and improved accessibility.
Presence management as the basis for digital customer contact
With the possibility of getting in direct contact with potential customers and clients via the company's own website, a new, digital communication channel is created for companies. This will continue to gain importance. Through integrated presence management, for example, LiveChat 2 as a displayed widget on the website, potential customers are given a suggestion of currently available employees that they can contact. By text, audio or audio/video chat via the website, the prospective customer or interested party can immediately and easily contact a company employee and therefore clarify any pending questions.
Further information on presence management can be found here.