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Call Center Software: Zeacom and Cerium Networks Unveil Strategic Partnership

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TMCnews Featured Article


January 04, 2012

Call Center Software: Zeacom and Cerium Networks Unveil Strategic Partnership

By Tammy Wolf, TMCnet Web Editor


As the prevalence of unified communications is projected to continue into 2012, one company specializing in this technology is bolstering its portfolio by joining forces with another UC leader.

Call center software pioneer Zeacom (News - Alert) has formed a strategic alliance with Cerium Networks to bring to market best-in-class contact center and unified communications products and services. This will be accomplished through the combination of Zeacom’s award-winning Zeacom Communications Center software platform with Cerium’s advanced UC design, deployment and support leadership and expertise.


“We are committed to helping our customers by providing unparalleled technology expertise to support today’s business initiatives,” said Roger Junkermier, president of Cerium Networks, in a press release. “Zeacom is known worldwide for high-quality solutions that pool best practices with proven technology to develop customized, scalable, and cost-effective rollouts that deliver a significant ROI. We are very excited about adding Zeacom to our portfolio and look forward to a long, successful relationship.”

An impressive track record for both companies speaks to the partnership’s potential, with Zeacom’s call center software and solutions creating efficiencies and automating the communications workflow for customers since 1994, and Cerium designing and deploying mission-critical collaboration infrastructure and applications suites to organizations ranging from small businesses to enterprises with more than 15,000 users.

In May of 2011 alone, Zeacom reported record 36 percent revenue growth for the year ending March 2011.

 Sam Williams, Zeacom’s vice president of marketing, noted, “We are pleased about this partnership as both Cerium and Zeacom are committed to truly empowering customers with the leading-edge resources they need to thrive in today’s volatile marketplace. Cerium’s dedication to high-touch support and service excellence is unquestioned, and we are proud to welcome their team into the Zeacom family.”

In October 2011, Zeacom released an updated version of Zeacom Communications Center, which gained an array of new features, including integrations for iPhone (News - Alert) users, as well as innovative methods to maximize agent productivity and improve the brand experience for in-bound callers.

“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, at the time. “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.”

Zeacom was also recently lauded for its ability to master the challenge of simplifying multi-channel interaction management for the contact center. According to Richard Snow, vice president and research director of Ventana Research, the Zeacom Communications Center solution delivers to customers a positive “Moment of Truth,” or the ultimate seconds of a customer’s thought process based on his or her experience with a company or product. This impression, says Snow, is what drives the need for the contact center to completely manage the customer experience across all “touch points,” regardless of the type of interaction or channel communication.

“Customers want consistency,” Snow commented in a November blog post, “and so I recommend companies evaluate how Zeacom can help them in their efforts.”


Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.









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