New Operator Console Extends Customer Experience Management Beyond the Contact Center
Today at the Microsoft Worldwide Partner Conference 2013, Zeacom (@Zeacom) unveiled 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.
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.
Intelligent queue-based routing, innovative features and real-time status information have been seamlessly blended to address the unique requirements of operators. “The ZCC Console for Lync extends customer experience management beyond the contact center,” said Zeacom Director of Marketing and Product Management, John Cray. “It gives operators unprecedented control and access to information, resulting in faster call handling, reduced call abandonment and 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 according to demand. Security and recording profiles can be created to fit business needs, providing flexibility to capture desktop and telephone interactions. Administrators can leverage selective recording, application-specific recording and even schedule-based recording. The latest version includes support for Microsoft Windows 8, Windows 2012 Server, SQL 2012 and Silverlight 5.0.
Measuring success within the business is easier when Agent Evaluation and Call Recording reports are available in a single location. Supervisors can also leverage integrated, multimedia search capabilities. Users will also benefit from improved system alerting, event log entries, automated e-mails and increased API access for optimal computer recording.
Visit Zeacom at WPC at tbooth #323
More at www.zeacom.com