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Call Center Software Featured Article
November 04, 2009
Bankruptcy Management Solutions Adopts Zeacom's Call Center Software to Improve Customer Service
To handle the influx of recent bankruptcy filings, Bankruptcy Management Solutions, Inc. (BMS), providing comprehensive case management software and services, is now using call center software provider Zeacom
’s ZCC platform to speed customer service and improve its operations.
In a release, Adrienne Smit, BMS’ director of customer service and support, said “there has been a significant increase in bankruptcy filings, resulting in a considerable workload for our customers.”
As a result, “we felt it was imperative to provide our service team with the most advanced, proven, yet easy-to-use tools to help us more quickly respond to customer requests,” she said.
Smit said BMS chose Zeacom’s (News
) call center software for its advanced call routing capabilities – plus the fact that it is a proven and reliable system that has been deployed by organizations for years.
Zeacom’s call center software is deployed in 2,800 enterprises worldwide, which translates into more than 59,000 contact center agents (and approximately 144,000 individuals).Very often, when companies deploy Zeacom’s unified communications software in the call center, they end up deploying it organization-wide, so that all employees can benefit from the productivity-enhancing features it delivers, including presence, which is the ability to view the availability status of other users on the network, and ad-hoc conferencing, which improves employee collaboration.
“Zeacom was far and away the best choice for BMS,” she said. “Our business operates in a uniquely sensitive environment that intersects at the crossroads of the legal, financial and federal worlds; we cannot afford to work with unknown commodities or unproven partners. The inherent skills-based routing in ZCC enabled us to more quickly determine the nature of our customers’ calls, thereby decreasing hold-times and increasing the level of our customer support.”
Zeacom President Ernie Wallerstein (News
) pointed out that the “high-stress” interactions that BMS’ call center agents handle require a call center software platform with advanced features and functionality and “the tools to provide the fastest, most accurate service possible.”
“We pride ourselves on being true partners with our customers – long after the sale is complete,” Wallerstein said. “Training, personalization and market awareness are among the factors that have sustained and increased demand for our products and services.”
Founded in 1987, BMS is a leading resource to support the administrative and legislative requirements of Chapter 7 trustees and bankruptcy fiduciaries nationwide.
In August, Zeacom announced
Service Pack 3 for ZCC Version 5.0
. The new version includes a new Executive Mobile module that lets corporate workers easily synchronize their desktop/desk phone with their mobile devices, including the BlackBerry (News
) and Microsoft Windows Mobile smartphones.
This way, mobile workers can access the corporate directory and view the presence, or availability status, of others on the network, including other mobile workers. In addition they can manage their own presence, indicating, for example, whether they are “away;” “available;” only available to certain users; or only available through specified modes of contact, such as email, chat or phone.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard