Leveraging PubNub Presence in call center systems enhances customer service by providing real-time visibility into the online status of support agents and customers, transforming how interactions are managed and workloads are assigned. Through dynamic assignment workflows, presence data allows for intelligent routing of inquiries, optimizing agent queues, forecasting staffing needs, and increasing satisfaction for both agents and customers. PubNub Presence enables tracking of whether users are online by monitoring their subscription to communication channels, and this data can be used to dynamically assign support cases based on availability and skills, reducing wait times and improving customer outcomes. Integration with CRM systems and telephony infrastructure ensures seamless syncing of presence data, while smart scheduling and predictive staffing models leverage historical data to anticipate demand. Beyond presence, PubNub supports building an omnichannel, AI-powered call center by enabling agent collaboration, triggering event-based workflows, integrating telephony, and ensuring security compliance. PubNub's tools allow for the creation of scalable, secure, and responsive call center solutions that enhance customer experience and drive ROI.