Zeacom Improves Contact Center Operations for WebCE with Microsoft Lync Integration

By Tracey E. Schelmetic TMCnet Contributor

As companies begin to improve operations, both internal and customer-facing, through increased collaboration in the workplace, many are realizing that the contact center is the literal front-line of many enterprise functions. Not only does the contact center control the relationship with the customer, but as it begins to cover social media functions, the contact center is a valuable source of intelligence for marketing and sales and even back-office functions.

Collaboration is the lifeblood of an organization. To help foster increased collaboration, many companies, particularly those in the contact center, are choosing to build their solutions in cooperation with Microsoft (News - Alert) Lync, the software giant’s instant messaging and video conferencing offering.

One of the companies to do so is multichannel contact center software and solution provider Zeacom (News - Alert), which is this week announcing successful results from the deployment of Zeacom Communications Center software (ZCC) on Microsoft Lync by continuing education company WebCE. The implementation has achieved a number of goals for WebCE’s contact center operations, including reduced abandonment rates, improved service levels, increased agent productivity and improved organizational efficiency.

The announcement is being made this week at ITEXPO (News - Alert), taking place at the Mandalay Bay in Las Vegas.

WebCE is a company that relies heavily on its contact centers. It provides approximately 800,000 continuing education courses each year to licensed insurance professionals CPAs, mortgage brokers, tax professionals, funeral directors and financial planners nationwide. To support its extensive needs, WebCE chose Zeacom Communications Center as its contact center solution, and Microsoft Lync to meet its collaboration and voice needs. WebCE was attracted by ZCC’s intelligent call queuing, advanced reporting, full visibility of real-time business intelligence and agent status, as well as ease of use and administrator control, according to WebCE Chief Operating Officer Jennifer Haworth, who oversees the organization’s contact center operations.

“ZCC on Lync changed our contact center’s behavior because it gives us so much more visibility of what's going on,” said Haworth. “Agents get more information about the call and caller, and they know what their colleagues are doing and who is available.”

WebCE says it has already seen tangible results of the improved visibility and other functionality offered by ZCC. Zeacom will offer a presentation at ITEXPO related to contact center collaboration and integration on today at 2 p.m. PT. Entitled, “Turning Data into Customer Experience Excellence,” the presentation will discuss how Web interactions, calls, IVR usage, and even social media can help businesses access a goldmine of information they can leverage to ensure the simplest resolutions to customer interactions.

Edited by Alisen Downey