Zeacom Releases New Unified Communications Solution
IRVINE, Calif., August 17, 2010 -- Zeacom, a global provider of Unified Communications and Contact Center solutions, today announced the release of Zeacom Communications Center (ZCC) 5.1, the latest version of its Unified Communications, Contact Center and Business Process Automation solution.
ZCC 5.1 helps organizations improve employee collaboration and productivity, enhance customer service and drive down operational costs. Specifically, Business Process Automation makes it possible to automate frequent, repetitive inquiries in order to increase the speed and quality of front-line responses and back-office processes, freeing up service agents for higher value or complex transactions.
New ZCC 5.1 functionality includes:
Chat – multi-party chat allows customer service agents to invite an expert or supervisor to join, increasing the likelihood of resolving the query immediately.
Virtual Assistant – a voice recognition employee directory allows callers to ask for people by name, replacing cumbersome alphanumeric keypad spelling and menus.
Contact Center Snapshot – gives agents, supervisors and managers a browser-based real-time picture of contact center performance. Up-to-the minute data on queue and agent status can be viewed by customer support teams on a large LCD screen, or on managers’ desktops, or provided to customers on an external web page.
More Microsoft OCS enhancements – these include Integrated Presence and the ability for people to „click to dial‟ their contacts directly from Office Communicator or Microsoft Office applications such as SharePoint and Outlook.
Integration with Microsoft Outlook and Microsoft Exchange Server is further enhanced in Exchange 2010 and the popular new 2010 Outlook client.
Miles Valentine, Zeacom CEO, noted that, "Both enterprise users and contact center operators are automating simple business processes to improve employee productivity and service quality while reducing costs. ZCC 5.1 allows many everyday processes - from directing outside callers to the right person, to providing localized travel information or validating credit cards - to be completed faster and more accurately.
"Our vision is to enable contact centers to deliver a positive experience on the customers, terms which provides first call, or contact, resolution. Using ZCC 5.1, agents become powerful customer advocates, empowered to bring an expert or supervisor online to answer questions or make a decision on the spot."
The development of ZCC 5.1 reflects the continued consumer, worker adoption of technology by end-users who expect multiple communications channels, such as web chat, to be available for engaging with large organizations and each other.
"Organizations that are truly focused on customer satisfaction recognize that their end users want to interact effortlessly at any time of the day or night, using the channel or medium that suits them" says Valentine.
About Zeacom: Zeacom is a leading provider of advanced Unified Communications (UC) and Contact Center solutions that integrate real-time communication tools such as presence information, contact routing, conferencing, chat, speech recognition and social media with conventional tools such as voicemail, email and fax.
Zeacom’s leading edge Business Process Automation (BPA) solutions make it possible to automate repetitive and time consuming business processes, giving you more time to focus on revenue generating activities.
Whether you want to improve customer service, enhance employee productivity or simplify work processes, Zeacom Communications Center can help you reach your business goals with exponential ROI.
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