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Zeacom Intros ZCC Operator Console for Lync; Signs Integration Agreement with Enghouse Interactive

Microsoft Lync Solution News Featured Article.

July 09, 2013

Zeacom Intros ZCC Operator Console for Lync; Signs Integration Agreement with Enghouse Interactive

By Meenakshi Shankar
TMCnet Contributor

Zeacom (News - Alert), a company specializing in communications solutions, also a member of the Microsoft Partner Network with Gold competencies in Application Development, Application Integration and Communications, unveiled the Zeacom Communications Center (ZCC) Operator Console for Microsoft (News - Alert) Lync. The announcement was made at the Microsoft Worldwide Partner Conference 2013.


The new ZCC Operator Console for Microsoft Lync combines Zeacom’s operator interface with Lync’s unified communications capabilities to deliver improved productivity and a better caller experience. This offering is believed to address the unique requirements of operators as it seamlessly blends intelligent queue-based routing, innovative features and real-time status information.

“The ZCC Console for Lync extends customer experience management beyond the contact center. It gives operators unprecedented control and access to information, resulting in faster call handling, reduced call abandonment and lower overall cost of service,” John Cray, director of marketing and product management, Zeacom, said in a statement.

Apart from this announcement, Zeacom also announced the integration of ZCC with the Enghouse Interactive (News - Alert) Quality Management Suite 5.0, a recording, reporting and evaluation solution.

Enghouse Interactive is a developer of interaction management solutions. Back in May 2013, the company announced the availability of version 5.0 of the Enghouse Interactive Quality Management Suite, formerly known as the CallRex Quality Management Suite. Highlights of Enghouse Interactive Quality Management Suite version 5.0 include tighter integration of the elements of the suite, unified search and reporting, expanded interaction recording and monitoring capabilities, and improved system alerting.

Version 5.0 supports 15 languages and offers expanded desktop monitoring capabilities. Administrators can leverage selective recording, application-specific recording and even schedule-based recording. Also, the new version includes support for Microsoft Windows 8, Windows 2012 Server, SQL 2012 and Silverlight 5.0.

In a VoIP monitoring featured article, Richard Grigonis (News - Alert), executive editor, IP Communications Group at TMCnet, mentioned that ZCC allows contact centers to control the delivery of every contact, regardless of media type, which means that faxes, emails, SMS messages, chats and requests generated from the web are treated with the same care as voice phone calls.




Edited by Ryan Sartor






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