Zeacom Releases New Unified Communications Solution
Zeacom, a global provider of unified communications and contact center solutions, today announced the release of Zeacom Communications Center (ZCC) 5.1, the latest version of its unified communications, contact center, and business process automation solution.
ZCC 5.1 is designed to help organizations improve employee collaboration and productivity, enhance customer service, and drive down operational costs. Specifically, business process automation makes it possible to automate frequent, repetitive inquiries to increase the speed and quality of front-line responses and back-office processes, freeing up service agents for higher value or complex transactions.
New ZCC 5.1 functionality includes:
Chat – multi-party chat allows customer service agents to invite an expert or supervisor to join, increasing the likelihood of resolving the query immediately.
Virtual Assistant – a voice recognition employee directory allows callers to ask for people by name, replacing cumbersome alphanumeric keypad spelling and menus.
Contact Center Snapshot – gives agents, supervisors, and managers a browser-based real-time picture of contact center performance. Up-to-the minute data on queue and agent status can be viewed by customer support teams on a large LCD screen, or on managers’ desktops, or provided to customers on an external web page.
More Microsoft OCS enhancements – these include integrated presence and the ability for people to "click to dial? their contacts directly from Office Communicator or Microsoft Office applications such as SharePoint and Outlook.
Integration with Microsoft Outlook and Microsoft Exchange Server is further enhanced in Exchange 2010 and the popular new 2010 Outlook client.
Miles Valentine, Zeacom's CEO, noted that, “Both enterprise users and contact center operators are automating simple business processes to improve employee productivity and service quality while reducing costs. ZCC 5.1 allows many everyday processes—from directing outside callers to the right person, to providing localized travel information or validating credit cards—to be completed faster and more accurately. Our vision is to enable contact centers to deliver a positive experience on the customers, terms which provides first call, or contact, resolution. Using ZCC 5.1, agents become powerful customer advocates, empowered to bring an expert or supervisor online to answer questions or make a decision on the spot.
“Organizations that are truly focused on customer satisfaction recognize that their end users want to interact effortlessly at any time of the day or night, using the channel or medium that suits them,” says Valentine.