IQ NetSolutions Inc. this week will roll out the latest version of its enterprise presence and call control technology, expanding instant messaging and enhancing directory services.
VistaPoint 4.0, which aims to increase enterprise productivity by providing a common interface for PBX systems from different vendors, now incorporates Microsoft Corp.s Windows Messenger. The Westboro, Mass., developer plans to expand the capability to include other IM systems as well, said Greg Pisano, director of product management at IQ NetSolutions.
An upgraded enterprise directory provides information on users work status—such as if they are on the phone or away from their desks—and it includes e-mail and IM addresses, mobile phone numbers, and fax numbers. The system was designed to make it easier for operators and receptionists to locate users and improve the caller experience.
SOS Staffing Services Inc. installed VistaPoint in February when it deployed an IP-based phone system from Mitel Networks Corp., according to Kent Lewin, CIO at the temporary employment company in Salt Lake City. The software improves the receptionists ability to track employees at headquarters and in three remote offices, as well as sales staff on the road, Lewin said.
"From a customer service standpoint, being able to keep track of calls and know whats going on is important," Lewin said.
Originally, IQ NetSolutions supported systems from Mitel and Nortel Networks Ltd. only, but it now supports systems from nearly all of the large PBX vendors. The company plans to add wireless and Session Initiation Protocol capabilities to the technology next year but continues to emphasize the value of enhancing legacy phone systems, Pisano said.