Connected contact centers have become common place in today’s quickly evolving business environment, piecing together voice, messaging and email solutions for a more flexible and efficient way to communicate. With Lync, Microsoft (News - Alert) is aiming to bring unification past common place and into the realm of Outlook or Office Suite as a tool essential to the corporate skill set. However, in order to be effective in the contact center deployment realm, an ally well versed in the space is needed.
Contact center deployment veteran Zeacom (News - Alert) recently announced that it will be adding support for Lync to its suite of contact center software. The Zeacom Communication Center’s highly scalable, multi-functional design have made it the solution of preference for many key verticals including financial services, local government, transportation and utilities. The suite has defined itself as one of the leading options for interconnection in the business environment but its integration with Lync will further its penetration in the field.
ZCCs offer call direction and autodialer services, and it also grants users a powerful IVR and call BPA solution that can help curb call abandonment. The software offers networked voice messaging, email queuing, desktop SMTP, fax queuing, fax messaging, Web chat queuing, Web callback Queuing specifically designed for call centers. These features stand to gain additional support as they’re integrated with the interoffice communication abilities of Lync.
Integration with Microsoft Lync will help to streamline the agent interaction process so that call centers can deliver better service and complete calls more quickly. Agents will be able to communicate amongst themselves if issues arise or notify a manger or shift leader if an escalated concern pops up.
B.J. Haberkorn, Lync group product manager, at Microsoft said, “The combination of Zeacom’s contact center management application and Microsoft Lync Server 2010 enables our mutual customers to combine contact center capabilities proven in traditional environments with presence driven unified communications. This allows them to improve the productivity of agents, managers, and other employees, and to simultaneously improve customer interactions.”
Contact centers have always been dependent on solid communications solutions; bridging interoffice communications with customer service should allow ZCC to remain a competitive force in the space.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Janice McDuffee