New Operator Console Extends Customer Experience Management Beyond the
Contact Center
Houston, TX (July 8, 2013) (BOOTH# 323) 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 Zeacoms intuitive operator interface with Lyncs powerful unified
communications capabilities to deliver improved productivity and a better
caller experience.
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.
ABOUT ZEACOM
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
Zeacoms 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
tohttp://www.zeacom.com.
About Enghouse Interactive
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 companys
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.
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