Executives with call center software company Zeacom will be co-presenting two sessions during ITEXPO East 2010, to be held this week, Jan. 20-22, at the Miami Beach Convention Center, Miami, Fla.

Specifically, Zeacom President Ernie Wallerstein (News - Alert) will be co-presenting a session entitled “Contact Center Technology Trends,” at 1:45 p.m., Wednesday, Jan. 20, while Vice President of Support John De Los Reyes will be co-presenting a session, “Unified Customer Communications – Beyond UC,” at 2:45 p.m. on Wednesday, Jan. 20.

During “Contact Center Technology Trends,” panelists will discuss the increasingly pervasive technologies changing the face of the contact center world, allowing businesses to accommodate those customer demands – including “outside the box” products like Google Voice and Skype (News - Alert).

During “Unified Customer Communications – Beyond UC,” attendees will learn about the key elements of Unified Customer Communications as well as how IP-based unified contact center technology complements other technologies to unify the overall customer experience and enable consistent businesses processes across all communication channels and all locations.

“We are honored to yet again be among the roster of industry executives invited to participate at ITEXPO (News - Alert),” Wallerstein said in a release. “Going into its 11th year, this conference is among the world’s largest and best-attended IP Communications trade shows, and in addition to being a regular component of our marketing program, is a critical forum for us to showcase our one-of-a-kind software, as well as reach potential customers and partners.”

 

“Mr. Wallerstein and Mr. De Los Reyes were selected as speakers for ITEXPO as their collective expertise in this growing IP Communications marketplace is unparalleled,” added TMC (News - Alert) CEO Rich Tehrani. “For years, Zeacom has set the bar for excellence in unified communications and contact center technologies, and we look forward to hearing their insight on key trends and opportunities this week in Miami.”

To register for ITEXPO East 2010 and attend these informative sessions, click here.

Zeacom (News - Alert), which provides software and services to more than 2,800 enterprises worldwide, is recognized for the effectiveness and functionality of its award-winning Zeacom Communication Center (ZCC) platform. More than 144,000 daily users within 2,800 small and medium-sized organizations in 25 countries use Zeacom’s business communications software to improve organizational efficiency and enhance the customer service experience.

Zeacom made news in November when the company introduced its new Record & Evaluate module for the ZCC platform. The call recording and performance management solution enables call centers to more easily record and evaluate customer calls, improving regulatory compliance and raising agent skill levels.

Using this new tool, a wide range of reports can be created against baseline statistics, trending data and personal development plans. Evaluation criteria can be selected from a database of over 350 pre-defined behaviors or defined using custom templates. The tool provides agents with ongoing feedback to help them reach agreed benchmarks, making it possible for call center operators to more closely align individual remuneration with performance.

According to the company, the recording application allows for all incoming calls, or just those from selected extensions, to be recorded, forwarded, used in training and archived. This makes it simple and cost effective to search for and retrieve conversations in line with regulatory requirements.