Zeacom Communications Center 7.0 Now Supports Multilingual Workforce

By Rajani Baburajan TMCnet Contributor

Zeacom (News - Alert), a part of Enghouse Interactive, and provider of multi-channel contact center solutions and business process automation solutions, has unveiled the latest version of Zeacom Communications Center (ZCC) with features designed to optimize customer experience.

An important feature of Version 7.0 of its Zeacom Communications Center (ZCC) is TouchPoint, the redesigned user interface for agents and supervisors, as well as new campaign tools for customers using Microsoft (News - Alert) Lync and enhanced redundancy options.

The TouchPoint interface specifically addresses the needs of organizations with multilingual workforce. This is significant for Zeacom that continues to expand its reach through global partners. The company now offers Latin American, Spanish, German and Russian language versions of the software.

TouchPoint enables a minimalist interface that is designed to encourage collaboration both inside and outside the contact center, and helps improve first-contact resolution of customer needs. The real-time information and 'context-aware' functionality maximize efficiency.

The compact nature of the solution eliminates desktop clutter and information overload for those users who also work in CRM and other business applications.

ZCC 7.0 also includes Outdial for Lync designed to increase agent utilization. It allows outbound campaigns such as collections, outbound sales campaigns and appointment reminders, to be run during slow inbound calling periods.

The solution also features customer feedback channels like ZCC Survey enabling managers to gather customer feedback from interactions through multiple channels.

Additionally ZCC 7.0 now supports database replication in a variety of configurations ensuring that the standby server is always current. This significantly enhances performance in multiple disaster recovery scenarios. 

Zeacom’s portfolio of products is integrated to Enghouse Interactive (News - Alert) Quality Management Suite and Enghouse Interactive Communications Portal.

Zeacom president, Ernie Wallerstein, said, "TouchPoint reinvents the way agents interact; its cleaner design and leaner footprint gives users exactly what they need, when they need it.”

“ZCC 7.0 is not only a major step forward for contact centers everywhere, but also a continuation of our success in developing powerful new tools that meet the needs of contact center managers and those responsible for the underlying IT infrastructure," Wallerstein added.

Edited by Peter Bernstein