The dynamics of the call center industry make for an exciting mix of everyday challenges and customer quirks that result in either customer loyalty or customer churn, depending upon the approach. With the right call center software in place, organizations are equipped to anticipate and manage the unexpected, and to ensure optimal performance within each interaction.

Ventana Research recently assessed Zeacom (News - Alert) Communications Center (ZCC) 6.1 and concluded that such products make it easier to build the call center today as compared with the traditional approach. Richard Snow, Ventana VP of research, recommends organizations consider ZCC 6.1 as they plan to build a new center or upgrade their existing operation.

ZCC is a multimedia contact center software platform that offers the robust capabilities needed to manage the ebb and flow of contact traffic and campaigns throughout an organization. This multichannel solution also incorporates business process automation and UC plugins to ensure that enterprises can build a call center that addresses their interaction-management and handling processes. Such an approach guarantees that companies can easily route any interaction on any channel to the most qualified agent. Skill-based routing, for example, is an essential, competitive advantage.

As Cisco, Avaya (News - Alert) and NEC partner networks have enjoyed great success with ZCC over the years, so too will Microsoft partners, as version 6.1 offers Microsoft Lync integration.  

As detailed in a recent press release, ZCC 6.1 leverages the unified communication functionality of the Lync platform to support organizations in search of an alternative to their legacy PBX (News - Alert) products. Lync combines voice, instant messaging, audio and Web conferencing capabilities into a single interface for optimal performance. A presence element is also included, allowing users to know who is available on the network.Microsoft Lync ensures tight integration with Outlook, allowing users to share email and calendars to streamline communication. Such integration is critical due to the resemblance to Microsoft’s (News - Alert) Office interface. Users can enjoy a familiar experience eliminating the learning curve and speeding adoption of the solution.

The ZCC gateway for Microsoft Lync can extend the life of the existing PBX, while allowing agents to access the innovative desktop features of Microsoft Lync. Agents can drive calls from the PC desktop while continuing the use the existing PBX phone, enabling the organization to maximize current investments.Two implementation models are available with the Microsoft Lync, including a hybrid environment that runs alongside the PBX, or a stand-alone with Lync replacing the PBX. The latter is designed to better suit the organization seeking to replace obsolete equipment, or the operation running completely on call center software.

Managing the customer experience via the contact center is a proven strategy being employed by enterprises worldwide. And as stated by Ventana Research, companies would be wise to work with Zeacom.