Zeacom Introduces ZCC Operator Console for Lync
Zeacom Introduces ZCC Operator Console for Lync and Integration with Enghouse Interactive Quality Management Suite 5.0
Auckland, 31 July 2013 – Zeacom today announced the Zeacom Communications Center (ZCC) Operator Console for Microsoft Lync. The new ZCC console combines Zeacom’s intuitive operator interface with Lync’s powerful unified communications capabilities to deliver improved productivity and a better caller experience.
Early adopters using ZCC Console for Lync to better manage their caller experience include New Zealand tertiary education provider WelTec and Australian financial services company, Liberty Financial.
“Our frontline staff chose ZCC console for Lync after evaluating several options,” says Darryl Hobbs, Services Integration Manager, IT Services at the Wellington Institute of Technology. “The combination of Lync and Zeacom products have created a synergy which allows WelTec’s operators to intuitively find and direct calls to the right location to ensure our students get what they need when they need it - promoting our Student First philosophy. We now intend extending the Zeacom contact centre solution to our internal IT Service Desk.”
Intelligent queue-based routing and real-time status information are just two features the new console combines to address the workday challenges faced by receptionists and telephony operators.
“The ZCC Console for Lync extends customer experience management beyond the contact center,” said John Cray, Zeacom’s Director of Marketing and Product Management. “This gives operators greater control and access to information, resulting in faster call handling, reduced call abandonment and a lower overall cost of service.”
Zeacom also announced the integration of ZCC with the Enghouse Interactive Quality Management Suite 5.0, an affordable, easy-to-use recording, reporting and evaluation solution.
Version 5.0 supports 15 languages and offers expanded desktop monitoring capabilities that allow administrators to record and monitor selected business applications on demand. Recording profiles can be created to capture desktop and telephone interactions, based on particular applications or operator schedules. The latest version includes support for Microsoft Windows 8, Windows 2012 Server, SQL 2012 and Silverlight 5.0.
Measuring success in ZCC’s latest release is made easier because Agent Evaluation and Call Recording reports are now available in a single location. Supervisors benefit from enhanced multimedia search capabilities while all users gain access to improved system alerting, event log entries, automated e-mails and increased API access for optimal computer recording.
Zeacom, an Enghouse Interactive company, is a leader in communications solutions delivering Multi-Channel Contact Center, Business Process Automation and Unified Communications functionality that brings customers closer. Established in 1994, every day more than 4,000 sites rely on Zeacom’s enterprise-quality solutions to improve the customer experience, increase productivity and understand their communications workflows.
Zeacom is a member of the Microsoft Partner Network with Gold competencies in Application Development, Application Integration and Communications. With offices in North America, Northern Europe and Asia Pacific, Zeacom has partnered with NEC for 18 years, is a Cisco Premier Partner and a registered member of the Avaya DevConnect program. For more information go to www.zeacom.com.
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company’s international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom. Learn more at www.enghouseinteractive.com.