Call Center Software

Wasn’t technology supposed to make our lives easier? You wouldn’t think so the way that requests to helpdesk centers are blowing up recently.

While we want to hope that we are keeping up with technology trends and software programs as adeptly as “computer geeks” do, the reality is that many of us are left exasperated and discouraged and feel there is nowhere else to turn except the helpdesk for assistance when tech-related problems arise.  

Specifically, HDI, formerly known as the Helpdesk Institute, recently found that the number of incidents reported to helpdesks via chat, e-mail, telephone, self-help systems, social media, the Web and walk-ins is rising, as 67 percent of all helpdesk operations experienced increases in 2010. That's roughly the same percentage that reported an increase in 2009.

Accordingly, call center software has emerged as an invaluable resource for the IT helpdesk, which spells good news for those looking for work.

With the helpdesk being inundated with customer concerns, call centers everywhere are stocking up their centers with additional support personnel. Recently, a number of call centers announced their plans to amp up their hiring efforts. For example, TCF Financial Corp. shared that it is expanding its presence in South Dakota's largest city with a call center that will employ 200 people. Moreover, auto insurance company Progressive spread the word that it plans to hire up to 390 workers at its Riverview call center in Tampa, Fla.

One company poised to meet this burgeoning demand for helpdesk support is Zeacom, a provider of multimedia call center software. For Zeacom (News - Alert), nothing is more important than customer loyalty and that loyalty arises when customers enjoy shorter wait times, simpler phone support helpdesks and sophisticated multi-channel call centers.

Recently, the company revealed that its Zeacom Communications Center (ZCC), its flagship call center software solution, is now available for Lync, Microsoft’s software telephony platform. The news comes following word of a beta program where ZCC was deployed at Lync sites in Asia Pacific and Northern Europe. Zeacom’s move to Lync represents a logical step forward for the company as the call center software provider currently has 4,000 customer sites across the globe and delivers its contact center functionality on three of today’s most prevalent telephony platforms.

Spotless Group, a $2.5 billion facilities management company, migrated 600 Australian head office staff and its mission-critical IT helpdesk to Microsoft (News - Alert) Lync without missing a call. The helpdesk supports the company’s payroll function – ensuring that over 40,000 workers are paid accurately and on time. Spotless successfully piloted and moved its ZCC-powered call center from the company’s old PBX (News - Alert) to Lync in less than 4 weeks.

ZCC will target up to 400 seats on Lync, whose users will be able to oversee the delivery of every contact, whether it’s via phone, e-mail, SMS, and social media alerts.

“When it comes to contact centers, it’s not what you do but how you do it that matters” said Zeacom vice president of Marketing, Sam Williams, in a press release. “Zeacom’s use of Microsoft’s native UCMA architecture and trusted conferencing platform, allows us to offer a more expansive functionality. Our heritage of using other manufacturers’ native method of integration gives us a proven track record in delivering highly functional call center and business process automation solutions.”