Case Studies : WebCE
Zeacom (@Zeacom), a global provider of multichannel contact center software and solutions, reported successful results from the WebCE deployment of Zeacom Communications Center software (ZCC) on Microsoft Lync. Among the myriad benefits achieved are reduced abandonment rate, improved service levels, increased agent productivity and improved organizational efficiency.
WebCE is a provider of continuing education courses; each year WebCE delivers over 800,000 continuing education courses to licensed insurance professionals CPAs, mortgage brokers, tax professionals, funeral directors and financial planners nationwide. The company differentiates itself by performing its course delivery, customer support and compliance management in-house, so having the right technology in place to manage both the cost and quality of its services is critical.
Following anevaluation of various options, WebCE selected Zeacom Communications Center as its contact center solution, and Microsoft Lync to meet its collaboration and voice needs.
Among the many factors leading to this selection, according to Chief Operating Officer, Jennifer Haworth, was ZCC’s, Intelligent Call Queuing, Advanced Reporting, full visibility of real-time business intelligence and agent status, as well as ease of use and administrator control. ZCC Desktop and Snapshot have helped provide real-time insight into contact center performance and customer service metrics.
Customer Service has seen the tangible results of the improved visibility and other functionality offered by ZCC. "ZCC on Lync changed our contact center’s behavior because it gives us so much more visibility of what's going on. Agents get more information about the call and caller, and they know what their colleagues are doing and who is available," noted Mrs. Haworth.
"Collaboration with other departments and locations has become commonplace. In the past, an agent’s primary resources were their manager and supervisor. Now that everyone is on Lync, they can easily and instantly access anyone in the organization," she added.
"We are honored to work with WebCE and to provide them with the resources to fulfill their corporate mandate," said Zeacom Director of Marketing and Product Management, John Cray. "Today’s contact center is far removed from the call centers of yesteryear. Customer service and support is no longer just about voice; consumers today use phone, fax, SMS, social media and email. With the tool to manage every customer contact with the same care as a phone call, organizations of all sizes can create a better customer experience."
Mrs. Haworth has embraced the new functionality available to her, but she admits that she has only scratched the surface of what’s possible.
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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.
Published: Wednesday, September 25, 2013