Zeacom Delivers Enhanced Contact Centre Experience

Zeacom Communications Center 6.2 Delivers Enhanced Contact Centre Experience

Auckland, 7 November 2012 - Zeacom, an Enghouse Systems company, and leading provider of multi-channel contact centre and business process automation solutions, today announced the latest version of its Zeacom Communications Center (ZCC) software. ZCC 6.2 continues Zeacom’s investment in Microsoft Lync integration, while offering enhanced business intelligence, mobility and deployment options across a wide range of telephony platforms.

Highlights of ZCC 6.2 include:

Leveraging the Power of Microsoft Lync

ZCC’s native integration with Microsoft’s UCMA and trusted conferencing ensures that software-based telephony delivers a truly powerful user experience. Zeacom’s advanced multi-channel, callback and IVR functionality, combined with Lync’s presence, IM, screen sharing and video capabilities, empowers agents to deliver the optimum customer experience.

ZCC 6.2 also introduces flexible deployment options, including a hybrid environment which allows organisations to trial Lync while maintaining their existing telephony infrastructure. IT managers can prove the technology in a controlled environment before moving their customer facing contact centre to a new voice platform.

Microsoft SQL Server Database

Customers benefit from faster migration and more database management options due to Zeacom’s migration to Microsoft SQL Server Database.

Contact Center Performance and Customer Satisfaction

Making key metrics visible to agents and managers is integral to driving appropriate, customer-centric behaviour. Up-to-the-minute data can be viewed anywhere – including iPad, Android tablet or smartphone – via ZCC’s Snapshot functionality. New service metrics are displayed in the ZCC desktop and reports while ‘tickertape’ type scrolling text lets managers emphasise what’s most important.

ZCC 6.2 extends the measurement of customer satisfaction to additional telephony platforms through its Post Call Survey option, allowing customers to provide immediate feedback at the call’s conclusion, without the agent’s involvement.

Integration with Microsoft Hosted Services

ZCC’s Email Queuing and Unified Messaging solutions are now supported for Microsoft Office 365 and in a Hosted Exchange environment, allowing customers to enjoy these applications in the cloud.

“Our customers need simple, effective productivity and business intelligence tools that enable their agents to deliver the best possible service,” said Miles Valentine, Zeacom’s Regional President for Asia Pacific. “At the same time, organisations want a choice of telephony infrastructure, and the ability to maximise its value to the business. The latest version of ZCC continues to offer our customers unprecedented flexibility, while demonstrating Zeacom’s commitment to driving contact centre productivity and customer satisfaction.”

About Zeacom

Zeacom, an Enghouse Systems company, is a leader in communications software solutions delivering Multimedia Contact Center and Process Automation that brings customers closer. Established in 1994, every day more than 4,000 sites rely on our enterprise-class solutions to improve the customer experience, increase productivity, and understand their customer interaction workflows.

Zeacom is a Microsoft Infrastructure, Unified Communications and Lync Developer partner with offices in North America, Northern Europe and Asia Pacific.
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