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Call Center Software Provider Zeacom Releases Latest Version of its ZCC Solution

By Susan J. Campbell, TMCnet Contributing Editor

Unified Communications (News - Alert) and call center software provider Zeacom has announced the release of the latest edition of its Zeacom Communications Center (ZCC), version 5.1.

This solution delivers Unified Communications, call center and business process automation capabilities. With the implementation of ZCC 5.1, an organization can improve collaboration and productivity among employees; enhance customer service deliverables; and drive down the cost of operations.

With the business process automation piece of the solution, a company can automate frequent, repetitive inquiries to drive an increased speed and quality of front-line responses and back-office processes. This frees up service agents for higher value or complex transactions.

The latest incarnation of ZCC 5.1 -- which was first introduced in August 2008 -- delivers such functionality as chat for multi-party interactions allowing customer service agents to invite an expert or supervisor to join in the conversation and increase the likelihood of resolution; a virtual assistant enables a voice recognition employee directory that will allow callers to ask for people by name; a contact center snapshot to allow agents, supervisors and managers access to a browser-based, real-time picture of contact center performance; more Microsoft (News - Alert) OCS enhancements such as integrated presence and click-to-dial have been added; and integration with Microsoft Outlook and Microsoft Exchange Server is now available.

Miles Valentine, Zeacom (News - Alert) CEO, noted in a company statement, “Both enterprise users and contact center operators are automating simple business processes to improve employee productivity and service quality while reducing costs. ZCC 5.1 allows many everyday processes - from directing outside callers to the right person, to providing localized travel information or validating credit cards - to be completed faster and more accurately.

“Our vision is to enable contact centers to deliver a positive experience on the customers, terms which provides first call, or contact, resolution. Using ZCC 5.1, agents become powerful customer advocates, empowered to bring an expert or supervisor online to answer questions or make a decision on the spot.”According to company officials, the development of the ZCC 5.1 is a reflection of the continued consumer/worker adoption of technology by those end-users who expect access to multiple communications channels for interacting with organizations of any size, as well as each other.

“Organizations that are truly focused on customer satisfaction recognize that their end users want to interact effortlessly at any time of the day or night, using the channel or medium that suits them” added Valentine.Call center software provider announced earlier this summer that it has added crisis and emergency response communications systems to its offering. The Business Process Automation solutions offered by Zeacom are designed to provide private and public first responders with the necessary resources to safeguard against downtime that could impede an organization’s ability to communicate with stakeholders.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard