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Crisis and Emergency Response Now Available in Zeacom Call Center Solutions


TMCnews Featured Article

June 22, 2010

Crisis and Emergency Response Now Available in Zeacom Call Center Solutions

By Susan J. Campbell, TMCnet Contributing Editor

Unified communications and call center software provider Zeacom has added crisis and emergency response communications systems to its offering. The Business Process Automation solutions offered by Zeacom (News - Alert) 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.

Zeacom President Ernie Wallerstein (News - Alert) said in a statement, "During a natural disaster or crisis, it is essential that first responders have communications systems in place that not only maintain operations, but also provide the functionality and automated processes to ensure the highest possible operational efficiency."

The customer experience and internal collaboration are both mission-critical initiatives, especially in the midst of a crisis. When something significant is happening in the market, the media or in society that impacts the company, customer queries can soar and a company must be able to handle the heightened demand.

Consider the financial market meltdown in the first week of May 2010. A number of banks, wholesale and trading firms reported double-digit percentage increases in customer queries and response. Such increases pose significant challenges to these institutions and many are relying on Unified Communications (News - Alert) (UC) software to efficiently manage all customer contacts and communications.

"Zeacom, which works with more than 2,800 enterprises worldwide, utilizes its proven business communications and Process Automation solutions to help organizations avert customer panic attacks and public hysteria, as well as avoid potentially devastating consequences caused through delays or human error when the lines of communications are not open and effective," added Wallerstein.

Zeacom has been successful at building a strong reputation among financial services firms, helping them to avert client concerns through the implementation of skills based routing to ensure the best agent is connected to the call; call back and call routing to provide customers with an effective tool to reach customer service representatives (CSRs) without a long wait; caller Information via screen pops to allow the CSR (News - Alert) to focus on individual needs; and enhanced reporting.

Both public and private organizations can benefit from Zeacom's call center software as they gain the capabilities to leverage a new sense of teamwork, operational efficiency and service that is felt on both sides of customer service.

In other Zeacom news, the company recently reported that its revenues rose by more than 15 percent and the number of employees jumped to nearly 150 in 2009, a year of significant milestones for the call center software provider. In August last year the company announced that it had added new features and capabilities to its flagship call center software solution, Zeacom Communications Centre, geared to improve collaboration and boost productivity for corporate workers.

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

Edited by Patrick Barnard

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