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Burlington, MA — June 22, 2010

OnState Communications, a provider of cloud-based virtual call center and virtual PBX solutions, today announced the company has released the Spring ’10 version of its SaaS solution. Included in the new release are features that provide call center administrators greater visibility and control, and give call center agents greater flexibility and choice. Key features available in the Spring ’10 release include visual analytics and other management and reporting enhancements, new network-based call recording functionality, plus a number of agent productivity improvements.

Administrator Insight

Graphical elements have been added to OnState management dashboards to make it even easier for administrators and supervisors to observe agent performance and call center productivity. New color-coded performance Gantt charts let managers monitor agent activity and gauge call center responsiveness at-a-glance. Visual analytics help managers assess service levels and evaluate agent performance more quickly and easily so they can ensure the call center is operating in an optimal fashion and maintaining the highest levels of customer satisfaction.

Enhanced Supervisor Reporting and Control Capabilities

OnState real-time and historical reports have been enhanced to give administrators and supervisors even greater visibility into call center performance and agent productivity. Summary and detail level reports include additional information to help managers better evaluate staffing levels and service quality. New control features help managers maintain productivity and performance by overriding an agent’s state. For example, an administrator can log off a home-based agent who forgot to sign off at the end of his shift or log in an on-duty agent who has been on break for too long.

Network Recording on All Device Types

Calls using any device type–including landlines, mobile phones, SIP phones, and Internet phones like Skype and GTalk–can now be recorded in the network and stored using a variety of cloud-based, cost-effective options like Amazon, Salesforce or Google. If desired for security or compliance reasons, calls can also be stored on a server housed within a customer’s data center. Regardless of location, OnState customers can now enjoy the convenience, security and reliability of a network recording service that preserves critical customer recordings for quality control or compliance purposes.

Agent Convenience and Usability Enhancements

OnState’s Spring ’10 release gives call center agents more flexibility and choice in devices and communication and collaboration clients. Agents can now use multiple endpoints – POTS phone, PBX phone, mobile handsets, SIP endpoints, Skype, GoogleTalk – with configurable call-handling rules. For example, a field-based sales rep may choose to use a PBX phone when in the office, a mobile phone while on the road, and a POTS phone when working from home.

Pat Kelly, CEO of OnState, said, “OnState believes business communications should be about people, not phones. We optimize customer service and agent productivity by connecting customers to the right person, at the right time, regardless of network or device. The Spring ’10 release extends productivity and service quality even further by improving administrator insight and giving agents the flexibility and freedom they need to provide the best possible customer service.”

In conjunction with the Spring ’10 release, OnState is also announcing a native force.com version of its virtual call center and virtual PBX solutions. OnState customers using Salesforce.com professional or enterprise edition can now run virtual call centers and virtual PBXs within Salesforce.com by using OnState’s native application.

About OnState

OnState provides real-time on-demand virtual call center solutions that are highly-functional and scalable. Using the company’s patented business presence technology, OnState’s solutions ensure that customers are connected with the proper employee on the first try, independent of location or device — including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems (NASDAQ:CSCO), OnState’s mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, call: +1 617-934-0381 or visit OnState on the web at http://www.onstate.com/about-us.

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