Today, customers have the ability to choose the most efficient method of customer service interaction. Whether inquiries are generated via phone, e-mail, fax, Web chat or SMS, contact center agents must be able to control every contact within their customer interaction environment. As the days of first-call resolution are over, multimedia contact centers need to transition their focus on first-contact resolution.

Zeacom (News - Alert), a provider of multichannel contact center and business process automation solutions, specializes in three areas of technology including multichannel contact center technology, unified communications and business process automation. “We blend those three technologies together into one seamless product offering,” John Cray, director of product management for Zeacom, told TMCnet in exclusive interview an ITEXPO Miami last month.

These days, the multichannel contact center is a primary focus for the Zeacom, which enables the management of all of the communications that come into or out of a contact center. “Imagine a customer service department that wants to make sure that they prioritize every single customer contact appropriately and get it to the right person to answer that communication – our software helps them to do that,” Cray explained.

Right now, according to Cray, there is a seat change going on in the market. The traditional PBX (News - Alert) industry changed to a VoIP industry where communications are over the Internet, but now that is changing again with the blending of unified communications (UC) into an IP based environment. And, VoIP is now expanding from within the enterprise to across the Internet. He added, “All of these things occurring means that there are opportunities for application providers like us to leverage that and add even more value.”

Microsoft (News - Alert) Lync is a great example of this change with its compelling offering that has been introduced to the market. Zeacom integrates to Lync, initially the same way as it would to any phone system. But, over time it becomes so much more because they can leverage Lync’s collaboration tools to offer to agents, supervisors and managers in the contact center.

Continuing Zeacom’s investment in Microsoft Lync integration, Zeacom Communications Center (ZCC) software ZCC 6.2 offers business intelligence, mobility and deployment options across an array of telephony platforms. It utilizes the power of Microsoft Lync as its native integration with Microsoft’s UCMA and conferencing to ensure software-based telephony delivers a powerful user experience. Zeacom’s multichannel, callback and IVR functionality, combined with Lync, IM, screen sharing and video capabilities, enables agents to deliver quality customer experience.

“Our customers need simple, effective productivity and business intelligence tools that enable their agents to deliver the best possible service,” said Zeacom President Ernie Wallerstein (News - Alert). “At the same time, organizations want a choice of telephony infrastructure, and the ability to maximize its value to the business.”