The ZCC Console for Lync extends customer experience management beyond the contact center.
Houston, TX (PRWEB) July 08, 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 Zeacom’s intuitive operator interface with Lync’s 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.
Zeacom, an Enghouse Interactive company, is a leader in communications solutions delivering Multichannel 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.