It has been a busy year for Pridis, with the Dutch firm launching the cloud-based version of its Connecsy attendant console and, more recently, its new web client.
Connecsy Cloud is compatible with the collaboration platforms provided by two leading US names, Microsoft and RingCentral, which have seen strong growth across the world over the past two years – including in Europe.
Ronald Rubens of Pridis explained to UC Today that there are subtle differences in business communication between Europe and America.
He says that in America, it is common for a lot of companies to call a contact person directly and that from Europe, calls are often made to a company's general number.
Pridis bridges the gap for attendants with Connecsy, as they have access to the database that was uploaded from the CRM, within the native attendant console in Microsoft Teams.
For info desks, service desks, receptionists, and attendants within Europe, it is a very valuable addition and makes Microsoft Teams, which is now globally accepted as a standard communication resource. The same is true for companies in the US and Canada which operate a first-line incoming business communication.
This, Rubens said, is the essence of the Pridis offering. It takes the platforms provided by vendors and creating software that sits on top of them with additional features, giving customers a route into businesses, and giving attendants the ability to direct them appropriately.
He went on to explain that this trend goes hand in hand with the shift the communications industry has experienced in recent years - from a device-centric approach to a user-centric one.
Historically, people would call a number linked to a single phone and assume (or hope) that the owner of the number was sitting near the device. This started to shift when PBX systems introduced features such as call transfer – but we’ve now moved closer to a user-centric environment, where calls and messaged can be received across multiple devices.
“The whole world is moving to a user-centric approach, but how do you resolve the issue if you don’t know the user.
“If you’re using Teams, for example, you need to know the person who can solve your problem – but what do you do if you don’t know who that is?”
