Customers have the ability to choose the most efficient method of customer service interaction. Whether customer inquiries are generated via phone, e-mail, fax, Web chat or SMS, contact center agents must have the ability to control every contact within their customer interaction environment. As the days of first-call resolution are over, multimedia contact centers need to transition their focus on first-contact resolution.
Today, Zeacom (News - Alert), a provider of multichannel contact center and business process automation solutions, introduced the newest version of its Zeacom Communications Center (ZCC) software, ZCC 6.2.
Founded in 1994, Zeacom delivers communications software solutions with Multimedia Contact Center and Process Automation that improve customer experience and satisfaction. Continuing Zeacom’s investment in Microsoft (News - Alert) Lync integration, ZCC 6.2 offers business intelligence, mobility and deployment options across an array of telephony platforms.
“Our customers need simple, effective productivity and business intelligence tools that enable their agents to deliver the best possible service,” said Zeacom President Ernie Wallerstein (News - Alert), in a statement. “At the same time, organizations want a choice of telephony infrastructure, and the ability to maximize its value to the business.”
ZCC 6.2 utilizes the power of Microsoft Lync as its native integration with Microsoft’s UCMA and conferencing to ensure software-based telephony delivers a powerful user experience. Zeacom’s multichannel, callback and IVR functionality, combined with Lync, IM, screen sharing and video capabilities, enables agents to deliver quality customer experience.
Additionally, ZCC provides flexible deployment options such as a hybrid environment that allows organizations to trial Lync while maintaining existing telephony infrastructure.
Also with ZCC 6.2, customers benefit from faster migration and more database management options due to Zeacom’s migration to Microsoft SQL Server Database.
When it comes to driving customer-centric behavior, making key metrics visible to agents and managers is essential. So with ZCC 6.2, real-time data can be viewed anywhere including iPad, Android (News - Alert) tablet or smartphone via ZCC’s Snapshot functionality. New service metrics are displayed in the ZCC desktop and reports while ‘tickertape’ scrolling text helps managers emphasize what’s most important.
Moreover, ZCC extends the measurement of customer satisfaction to additional telephony platforms through its Post Call Survey option, allowing customers to provide feedback at the call’s conclusion.
Now, ZCC’s E-mail Queuing and Unified Messaging solutions are supported for Microsoft Office 365 and in a Hosted Exchange environment, which allows customers to utilize these applications in the cloud.
Wallerstein continued, “The latest version of ZCC continues to offer our customers unprecedented flexibility, while demonstrating Zeacom’s commitment to driving contact center productivity and customer satisfaction.”
Edited by Rachel Ramsey