Zeacom, a provider of multichannel contact center and business process automation solutions, has 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 features a 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).