Today, Zeacom (News - Alert), a global provider of multimedia contact center software, has unveiled that its Zeacom Communications Center (ZCC) application has officially passed Microsoft (News - Alert) Lync ISV qualification for Microsoft Lync, Zeacom’s unified communications (UC) platform. This qualification now allows Zeacom to extend the Lync reach into contact center environments across the globe.
Zeacom, an Enghouse (News - Alert) Systems company, is a known provider of communications software solutions delivering Multimedia Contact Center and Process Automation that improve customer interactions and enhance the customer-company relationship. Established in 1994, over 4,000 sites rely on Zeacom’s robust solutions to improve customer experience, increase productivity and understand customer interaction workflows.
“With Lync and ZCC, customers can fully optimize their Lync investment by maintaining a single telephony infrastructure for both enterprise voice and their contact centers,” said Damon Carter, director of business development for Zeacom.
ZCC provides Lync customers with a secure contact center option as well as a seamless path of migration from legacy systems to the next-generation Lync platform. By utilizing Microsoft’s UC Managed API (UCMA), Zeacom enables easy integration of its applications into the Lync environment.
No matter what the channel, ZCC’s multimedia queuing and skills-based routing ensures that each and every contact is handled efficiently and effectively. It also helps to optimize the investment in Lync by maintaining only one telephony infrastructure for voice and contact center. Additionally, the company’s enterprise-class technology the user with control and the ability to migrate the helpdesk, call center or customer service desk.
Aamer Kaleem, chief technology officer of Lync Worldwide Voice at Microsoft, said, “Zeacom’s Contact Center helps provide customers with a true UC solution, leveraging Lync as the underlying voice platform to anchor agent-bound calls along with the Lync client to provide IM, Presence and Conferencing functions.”
Last week, Carter sat down with TMC (News - Alert) at ITEXPO Austin 2012 to share a preview of this major announcement which reflects Zeacom’s growth this year.
“As the software only contact center of choice for Lync customers and partners, Zeacom is trying to make people think more about of the box about what they can do with Lync,” he explained. “We want to become the number one contact center provider for Lync and we are well position to do so.”
Edited by Allison Boccamazzo