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NACR Partnership Demonstrates the Value of Zeacom Contact Center Software


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September 20, 2012

NACR Partnership Demonstrates the Value of Zeacom Contact Center Software

By Susan J. Campbell, TMCnet Contributing Editor

The North American Communications (News - Alert) Resource, Inc., known more informally as NACR, had a challenge to tackle. The organization needed a contact center software partner that could address the issues that mid-market enterprises face today, including mobility, disparate and remote locations and multiple channels used by consumers to communicate.

NACR has offices all over the U.S. As a certified Avaya (News - Alert) Platinum Channel Partner, the organization has won industry awards time and again. It’s best known as a best-in-class communications organization that has delivered thousands of solutions designed to perfectly fit the customers’ needs and budget.

What NACR found was the proven contact center software from Zeacom (News - Alert), according to this Zeacom case study. With nearly 20 years experience bringing customers closer with its list of dedicated support products, Zeacom covers multimedia contact centers, business process automation, and plug-ins for unified communications. The call center software provider also operates under best-in-class processes that help companies with support and professional services.

VARs (value added resellers) and integrators tend to stay loyal to Zeacom as the company uses a sales model that is based on a channel-only platform. Zeacom brings contact center software to the table, offering scalable and flexible solutions that deliver training and extensive customer support, multimedia functionality, workflow, BOA, CEBP, and an uncommon understanding of the needs of enterprises and channel partners.

Zeacom’s partnership with NACR began roughly 10 years ago, growing into a powerful alignment of beneficial efforts. One NACR official said the relationship offers cost-effective perks that has helped contact centers switch from a voice-only platform to a multimedia infrastructure that enables a variety of tools to make the contact center more efficient and effective. Zeacom’s customers have the advantage of the experience of the company’s employees to guide them through deployments and through support services as needed.

Companies ranging from insurance agencies to technology and transportation organizations can testify to the efficiency of the Zeacom contact center software solution. Zeacom’s communication center (ZCC) software has advanced unified communications plug-ins that deliver the multimedia contact center solutions that companies today demand. The ZCC contact center software integrates completely with existing PBX (News - Alert) systems, as well as the most modern telephony platforms.

Mid-sized contact centers get the most benefit from the ZCC, which regardless of media type, will control the delivery of contacts. The processes that were once manual are now fully automated, providing the customer a solid return on investment. The contact center software from Zeacom includes IVR, multimedia queuing, mobility, record and evaluate, and click-to-conference capabilities.

Contact center software is evolving as the needs of the contact center evolve. Zeacom is helping to shape the change, identifying the key trends in the industry, understanding the challenges contact centers face on a daily basis and staying the course in innovation and next-generation solutions. In doing so with partners like NACR, Zeacom will continue to expand its reach and set a new standard in the call center industry.

To find out more about Damon Carter and Zeacom, visit the company at ITEXPO. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. Carter is speaking during “Microsoft Lync: Separating Hype from Reality” For more information on ITEXPO, click here.

Edited by Amanda Ciccatelli

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