Zeacom chose the Enterprise Connect (News - Alert) show in Orlando to showcase its new suite of multi-channel contact center and business process automation solutions. The suite will be an all-in-one platform designed to integrate multiple communications channels, while automating business processes to help keep costs low.
Zeacom (News - Alert), a software company, began working on ways to bring call center and unified communication software applications to customers worldwide through vendors and resellers. The New Zealand based enterprise has become a flagship in the area of communication technology and its solutions are currently used in over 3,500 locations worldwide.
Some of its products include: ZCC Agent Desktop, which allows contact center managers to view real-time data on their agents; ZCC Multimedia Queuing, which lets customer service agents view a list of queues all from their desktop; and ZCC Operator Console, which provides operations for additional call handling capabilities.
“Our focus over the past year has been to both measure and enrich the quality of essential contact center communications through advancements such as enhanced graphical analytics that deliver highly visual views of key metrics,” said Zeacom director of Product Marketing and Management, John Cray.
Zeacom, which was acquired by Enghouse (News - Alert) Systems in 2012, will now be offering its clients even more products and solutions. This new paradigm will allow Zeacom to take advantage of Enghouse’s Interactive Quality Management Suite and technology. This will add on a more advanced method of call recording, the ability to see agent work on the computer, provide charts and graphs, and measure customer satisfaction. The operator console products will also see enhancements, as they will now be integrated with Microsoft Lync, Cisco, and Avaya (News - Alert).
“As part of the Enghouse Interactive team, we are now able to deliver significant benefits to users that impact their ability to provide an exceptional customer experience,” said Cray.