New Zeacom Solution Focuses on User Experience and Agent Retention

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Zeacom releases Zeacom Communications Center 6.0

Contact centers are turning to Zeacom to leverage advice and support to drive a higher return on their software investment.

Zeacom, a leading global provider of contact center and Unified Communications solutions, today announced the latest version of Zeacom Communications Center (ZCC), designed with great user experience and customer service agent retention in mind.

Version 6.0, available as a virtualized solution in the Windows 2008 Server 64-bit environment, responds to customers seeking iPhone applications as well as new ways to maximize agent productivity off-peak and enhance the brand experience for in-bound callers.
Highlights of ZCC 6.0 include:

Executive Mobile for iPhone

Executive Mobile now delivers full corporate Presence, contacts and call history on the iPhone, so executives can manage communications when away from their desk. Already available on Windows Mobile and BlackBerry, Executive Mobile will soon be available on Android-based mobiles.

Enhanced Outdial Queuing drives productivity and campaign insights

Contact centers can now intelligently manage outbound calling, smoothing individual workflows and maximizing agent productivity during off-peak times. Real time reporting via a new Campaign View dashboard alerts managers when a campaign is running out of calls, giving them time to prepare the next campaign for activation and ensuring agents are fully utilized.

Outdial Queuing supports multiple numbers for a single campaign contact, increasing the success of outbound campaigns. Retries to different numbers – such as business, mobile and home - can be offered immediately or scheduled to a specific time or day. If the called party has requested a call back, the retry can be automatically routed to the same agent that first made contact, providing continuity of service for the customer and accurate compensation for agents.

New Console features mean faster call handling

Version 6.0 increases the number of global contacts in the phone book to 10,000 and significantly improves their searchability with new customizable search categories and more meaningful search tags. For example, operators can now create a category called ‘back up’ to identify assistants or alternative contacts for team members. The result is faster call processing for customers while improving the whole user experience for the operator.

“Contact centers are turning to Zeacom to leverage advice and support to drive a higher return on their software investment. Working together means that a business’ strategy to transform customer communications and the underlying business processes can be implemented faster,” said Miles Valentine, CEO of Zeacom. “In ZCC 6.0 we continue to innovate for contact centers and in the enterprise space by introducing greater flexibility to our technology, benefiting people in a variety of different roles.”

Since 1994, Zeacom has been developing Unified Communications, Contact Center and Business Process Automation solutions. With offices in the United States, United Kingdom, Australia and New Zealand, Zeacom serves over 4,000 customers across the globe. The company's mission is to provide business communications solutions that improve efficiency and enhance customer service.

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