Just over nine years ago, Zeacom’s (News - Alert) Steve Carter started his career as an Account Manager in New Zealand. Since then, Carter has moved into virtually every sales role that Zeacom has to offer, eventually bringing him to the United States – his long-time goal. A few years later, Carter took an opportunity in New York City to run Zeacom’s East Coast Sales, which later turned into running Zeacom’s National Sales.
“It was a natural progression, but I’ve touched pretty much every sales role and most parts of the world,” Carter, vice president of Sales, North America, Zeacom, told TMCnet in an exclusive interview.
Unlike most, Zeacom’s contact center software integrates as a native application for Microsoft (News - Alert) Lync. As a result, its performance is something worth touting in the industry.
Zeacom’s relationship with Microsoft has allowed the company to participate in next week’s Lync Conference 2013, which will convene Lync partners and community constituents from around the world to network, build lasting business relationships and learn about the latest innovations. The Lync conference will take place February 19 – 21 at the Hotel del Coronado in San Diego.
At the conference, attendees can find Carter and the Zeacom team at Kiosk 2. In addition, the company will have a podium at the Plantronics (News - Alert) booth as it will be highlighting new integrations between Zeacom and Plantronics. Carter will be speaking at the Ask the Experts session, “How is a Help Desk or Customer Service user different from a standard Microsoft Lync user, and how do you make them successful with Lync?”, on Tuesday, February 19th 5:30 - 7:30 pm, and Zeacom is also part of a Breakout Session to perform a live product demonstration on Wednesday, February 20th 10:15 am - 11:30 am.
As a tenured Microsoft partner, Zeacom seamlessly connects Lync to the contact center, enabling all of Lync’s features supporting messaging, presence, video conferencing, and more. In fact, deployment time and support costs with native applications are significantly lower than the alternative, which is among the reasons why Zeacom has over 4,000 contact center sites. Utilizing a Microsoft certified native Lync integration, its products enable self-service options, intelligent routing to the best skilled worker, contact center productivity tools, and manager visibility into accurate measures of service levels and customer satisfaction.
“When our customers migrate to Lync, we can have agents running on both systems, sharing queues and information. When they are ready to migrate to Lync, they simply keep the contact center software and turn on Lync Voice,” explained Carter. “We do everything from queuing up email and social media to outbound dialing and IVR - and everything in between.”
Year after year, Zeacom Communications Center (ZCC)-powered contact centers consistently outperform other providers. The company brings unmatched expertise, a result of long-standing relationships with global leaders such as Cisco, Avaya and NEC (News - Alert). With nearly 20 years of contact center experience, Zeacom is a pioneer in managing the customer experience.
Today, ZCC is the preferred method to integrate, which provides significantly improvement from a supportability standpoint. “I think it’s very important to use the methodologies that Microsoft prefers. It also gives our customers a tighter integration. As the product and Lync both develop, it will allow us to do a lot of different things,” added Carter.
At the Lync Conference, Zeacom will showcase its latest release, as well as demonstrate its new call recording and workforce management functionality that is fully integrated with Lync.
Edited by Brooke Neuman