Call center software leader Zeacom (News - Alert) has given its revolutionary Zeacom Communications Center (ZCC) solution quite a boost in Version 6.0 of the contact center product, launching today.
Designed with an enhanced user experience and agent retention in mind, ZCC Version 6.0 is now available as a virtualized solution in the Windows 2008 Server 64-bit environment. The revised version features integrations for iPhone (News - Alert) users, as well as innovative methods to maximize agent productivity and improve the brand experience for in-bound callers.
The basic ZCC platform combines presence, unified messaging, mobility, desktop telephony, the contact center, operator console functionality and more, into a single, unified application. Highlights of Version 6.0 of ZCC come in the form of Executive Mobile, enhanced Outdial Queuing, and additional console features for rapid call handling.
With Executive Mobile, or the integration of iPhone capabilities into ZCC, iPhone users will gain access to corporate presence, contacts and call history capabilities so they can easily manage communications while away from their desks. Already available for Windows Mobile and BlackBerry devices, Executive Mobile will soon be offered for Android (News - Alert)-based mobiles.
The integration of improved Outdial Queuing capabilities and a new dashboard alerts manager will now enable contact centers to more intelligently manage outbound calling, which will help drive productivity during off-peak periods and boost campaign insights.
With the option to hold up to 10,000 global contacts in the phone book and improved search capabilities, ZCC’s augmented call console has been built to produce more rapid call processing for customers, and thus enhance an operator’s user experience.
“Contact centers are turning to Zeacom to leverage advice and support to drive a higher return on their software investment. Working together means that a business’ strategy to transform customer communications and the underlying business processes can be implemented faster,” said Miles Valentine, CEO of Zeacom, in a statement. “In ZCC 6.0 we continue to innovate for contact centers and in the enterprise space by introducing greater flexibility to our technology, benefiting people in a variety of different roles.”
As of Sept. 1, more than 76,000 contact center and 226,000 unified communications users at 4,000-plus enterprises have deployed the ZCC platform daily, as reported by TMCnet. With the new integrations into Version 6.0, the numbers are sure to only grow from here.
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.