News as reported by the company. Updated October 23, 2013.
Irvine, CA, October 23, 2013 -- Zeacom (@Zeacom), an Enghouse Interactive company and leading provider of multi-channel contact center and business process automation solutions, today introduced version 7.0 of its Zeacom Communications Center (ZCC) software platform.
ZCC 7.0 features TouchPoint, Zeacom’s redesigned user interface for agents and supervisors, as well as new campaign tools for customers using Microsoft Lync, and enhanced redundancy options.
Zeacom TouchPoint is a true breakthrough in agent empowerment. The new ‘minimalist’ interface is designed to encourage collaboration both inside and outside the contact center, and as such improve first-contact resolution of customer needs. The application provides real-time information and ‘context-aware’ functionality to maximize efficiency, and its lean, compact nature prevents desktop clutter and information overload for those users who also work in CRM and other business applications.
In addition, TouchPoint addresses the needs of organizations with a multilingual workforce, something increasingly in demand as Zeacom continues to expand its reach through global partners. Latin American Spanish, German, and Russian language versions are now available.
Additional productivity features available in ZCC 7.0 include:
• Increased agent utilization - Outdial for Lync allows outbound campaigns, such as collections, outbound sales campaigns and appointment reminders, to be run during slow inbound calling periods. This improves agent productivity and offers revenue generation opportunities within the contact center.
• New customer feedback channels - ZCC Survey enables managers to capture customer feedback on email and web chat-based agent interactions, as well as those conducted through voice automation. Integrated reporting provides comprehensive monitoring of customer satisfaction across all communication channels.
• Improved redundancy - Database replication is now supported in a variety of configurations, ensuring that the standby server is always current; this significantly enhances performance in multiple disaster recovery scenarios.
• Enhanced product portfolio - As a part of the larger Enghouse Interactive business, Zeacom continues to enhance its available portfolio of products through integration to Enghouse Interactive Quality Management Suite (recording, evaluation, and computer recording across a larger set of platforms), and Enghouse Interactive Communications Portal (industry-leading IVR, self-service, and speech-enabled automation).
“Our experience with contact centers has continually proven that happy, empowered agents translate directly into happy, informed customers,” said Zeacom President, Ernie Wallerstein. “TouchPoint reinvents the way agents interact; its cleaner design and leaner footprint gives users exactly what they need, when they need it. ZCC 7.0 is not only a major step forward for contact centers everywhere, but also a continuation of our success in developing powerful new tools that meet the needs of contact center managers and those responsible for the underlying IT infrastructure.”
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 http://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 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 http://www.enghouseinteractive.com.