Zeacom, a provider of unified communications and contact center solutions to small-to-medium-sized businesses (SMBs), through its partner, equipment provider Digital Telecommunications, recently delivered an innovative telephony and contact center system to Citizens Choice Healthplan.

Citizen’s Choice, a provider of health care and services for Medicare recipients, will be using Zeacom’s VoIP-based contact center system, Zeacom ContactCenter, to increase its capacity for handling its membership base, which has reportedly more than doubled during the past year. Specifically, the company will use the system to strengthen its Member Services Department.

“We faced three major challenges for 2007,” said Elizabeth S. Trejada, general manager of Citizen’s Choice, in a press release. “We had to ensure we were compliant with our government regulating body (CMS); we needed to support the new growth as we expanded our service areas and most importantly; we wanted to assure that our members would continue to receive top quality service.”

Citizen’s Choice is running Zeacom ContactCenter on its NEC (News - Alert) IP-PBX. This scalable contact center solution offers high-end functionality and is fully modular, allowing contact centers to select just the components they need to best meet operational and budgetary requirements, while at same time affording the ability to add more functionality in the future. The system dynamically reacts to caller demands and organizes incoming calls based on parameters set by the contact center managers. Whether contacts arrive by phone, email or the web, they can be managed via single interface from a centralized location. With the system’s sophisticated CTI based routing features, callers can be directed to the right agent every time.

During peak traffic periods, Zeacom ContactCenter greets callers with customized announcements, advising them of their position-in-queue or the estimated time to answer. When waiting times are prolonged, callers are given the option of leaving a Callback message, which maintains its position in the queue and is delivered to an agent as if the caller was still on the line.

Ray Maccani, vice president of Digital Telecommunications, said in a press release that the solution gives Citizen’s Choice a feature rich and robust solution which can provide VoIP applications “when they are ready to turn them on.”

Digital Telecommunications, a NEC partner, is a full service telecommunications equipment supplier providing telephone and computer systems to SMBs. The company supports over 2,500 telephone systems throughout Southern California and offers telecommunications equipment for a full range of business needs. It provides efficient, flexible and cost effective telephony systems that are specifically designed to meet the current future needs of an organization. It also provides a wide variety of peripheral equipment essential to improving productivity. For more information, visit www.digitaltel.com.

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Patrick Barnard is Assignment Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit Patrick Barnard’s columnist page.