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Zeacom Pushes the 'On' Button for Record and Evaluate Solution

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December 08, 2009

Zeacom Pushes the 'On' Button for Record and Evaluate Solution

By Paula Bernier, Executive Editor, TMC


The new Record & Evaluate module from Zeacom (News - Alert) enables contact centers to record and evaluate customer calls with greater ease and accuracy, improving regulatory compliance and raising agent performance, according to the company.


“IP-enabled tools, like Record & Evaluate, have greatly increased the value of contact centers and their teams. As these facilities migrate to automation and IVR technology for the more basic customer interactions, customer service agents will be utilized more frequently for high value or complex queries,” says Miles Valentine, Zeacom’s CEO. “The worldwide economy may be improving, but workforces are shrinking.  As such, we felt it was critical to provide the small-to-medium-size enterprise with the tools to ensure that their customers are being serviced with efficiency, respect, detail and care.”

With this module, all incoming calls, or just those from selected extensions, can be recorded, forwarded, used in training and archived.

“Sales calls, customer follow-ups and support calls, as well as orders placed and confirmed, can all be improved by regular examination and constructive analysis,” says Brady Cox (News - Alert), Zeacom vice president of sales. “In addition, providing service agents with access to recorded conversations will quickly resolve disputes, which impact the customer experience and organizational productivity.”

The module also provides call center agents with immediate feedback, aiding them in meeting their goals. And it enables contact center managers to align individual agent remuneration with performance.  Customized reports facilitated by the module can be used to assess agent performance against preferred customer service metrics, which can be pulled from 350 pre-defined behaviors, or via custom templates, available through the system.

More than 144,000 daily users within 2,800 small and medium-sized organizations in 25 countries use Zeacom’s business communications software.



Edited by Patrick Barnard







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