TMCnews Featured Article
March 17, 2011
Zeacom Delivers Call Center Software to Support Key Interactions
By Susan J. Campbell, TMCnet Contributing Editor
At this year’s Enterprise Connect, a big focus was placed on cloud computing and moving applications to hosted platforms. For Zeacom (News - Alert), however, the focus on its core mission remains strong. Zeacom, a provider of call center software, announced at the event that it is the call center provider behind the new Microsoft (News 
- Alert) Lync.
In this podcast, Ernie Wallerstein (News - Alert) Jr. President of Zeacom Americas, shared his insight on the industry as he stressed the important role the call center still plays in the overall market. He highlighted that 70 percent of the industry is still contact centers supporting customers, putting increased emphasis on the importance of embracing new technologies in support of core initiatives. New technologies are great to embrace, said Wallerstein, but you can’t forget the main focus in call center software: servicing the customers.
You have to remember the importance of the people who are supporting the customer.
Zeacom is connecting the enterprise, but at the end of the day you still have to connect the customer to the agent to achieve resolution.Wallerstein also noted that while the call center software provider has to stay with the marketplace, and it is important to interconnect with all these new portals so customers can still connect. People now have many more options on how they can peer into the organization to better deliver service to the customer. Zeacom also offers a few more channels to enable this connection to the call center.
A provider of advanced UC and contact center solutions, Zeacom delivers the solutions necessary to integrate the way customers and enterprises communicate with each other, including conventional e-mail and voicemail, to fax to real-time communications such as chat and presence information.
The call center software provider stressed that companies need to focus on migrating to new technology platforms while not losing focus on the core value of the contact center. Wallerstein is very excited about the Enterprise Connect (News - Alert) event and with the promise of the economic recovery underway. In fact, he is thinking about expanding their presence to make a bigger impact, and anticipates that the show will be even hotter next year.
Even as Zeacom anticipates a great year, the company continues to stress how important it is to remember the role of the call center in the success of the organization.
After all, no matter what channel a customer uses to contact a company, he or she still wants the service expected from the call center and Zeacom offers the necessary call center software solutions to make that happen.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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