Zeacom (News - Alert), a provider of multimedia contact center and business process automation software, has launched Zeacom Communications Center (ZCC) Helpdesk solution for Microsoft Lync. Launched at the recently held 2012 Microsoft Worldwide Partner Conference (WPC), ZCC Helpdesk queues and routes calls and e-mails to the most appropriate skilled person. It also includes features such as skills-based routing, in-queue announcements, real-time monitoring and reporting.
Priority Routing is beneficial, as it ensures the most important customers and tasks are attended to first. Even more, ZCC integrates with Microsoft Dynamics CRM to help process contacts more efficiently, as well as dramatically improve customer experience.
“ZCC Helpdesk is a comprehensive solution that allows IT managers to boost their helpdesk’s performance and deliver a higher level of customer service,” said Zeacom vice president of Business Development, Brady Cox (News - Alert), in a statement.
Cox further explained how ZCC Helpdesk provides IT support staff and their managers with the tools and information needed to improve both response and resolution time, so customers can get their problems resolved at the first contact with an organization.
“Today’s IT helpdesks are under constant pressure to do more with less, and are asked to manage a wide range of activities including faults, MACs, alerts, IT security and a multitude of other tasks,” Cox further said.
ZCC Helpdesk ultimately makes the helpdesk job easier, resulting in increased job satisfaction and reduced attrition – all while controlling costs and promoting an environment centered on teamwork and service excellence.
With ZCC Helpdesk, calls and e-mails are delivered to team members only as they become available. Routing is automatically adjusted for varying situations based on myriad criteria, such as wait time, agent workload, core competencies and time of day. If a contact or query is kept in the queue for too long, ZCC then delivers it to the next available person.
Furthermore, the solution provides a real-time, 360-degree picture of helpdesk performance and activity. ZCC’s desktop interface simplifies monitoring and empowers support staff to proactively address bottlenecks before they can impact customer service.
Zeacom is a subsidiary of Enghouse Systems. The company was acquired by Enghouse recently for a purchase price of US$30.6 million, subject to certain price adjustments. Zeacom's annual revenues for fiscal 2012 were approximately US$29 million. 8x8 (News - Alert) Inc. is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) (News - Alert) is the world’s premier IP communications event. Visit AudioCodes (News - Alert) in booth #808. For more information on ITEXPO West 2012 click here.
Edited by Allison Boccamazzo