As different communication channels become widely adopted in the industry – such as instant messaging (IM), videoconferencing and telephony – it is vital that enterprises have a unified communications (UC) system to control and synchronize these new developments. In an effort to combine all of these new platforms into one solution, Zeacom (News - Alert) developed Multimedia Contact Center, its award winning multi-channel solution that was recently demonstrated at Enterprise Connect.
Like all customer-related solutions, Zeacom hopes to improve its customers experience in order to promote its loyalty and longevity with contact centers by highlighting the importance of a multimedia feature.
Businesses must utilize all the communication tools on the market so that customers can correspond on all levels. Microsoft (News - Alert) Lync, a UC platform, allows users to see their contact’s availability, send instant messages, start or join audio video or Web conferences, make phone calls and can even connect with Skype (News - Alert). There are tons of call center solutions on the market that incorporate all the telecommunication outlets into single software, just like Zeacom’s Multimedia Contact Center.
Zeacom provides heightened levels of customer service across all platforms including e-mail, fax, Web chat, Web callback, social media and SMS; with all around access to every media source that is out there, contact centers will be equipped with the tools to provide the utmost care. Since Enghouse (News - Alert) Systems, a management solutions provider for the telecommunications sector, has acquired Zeacom, it has further enhanced these multimedia features.
Despite recent revelations within the industry that have seemed to replaced the need to pick up a phone, voice is still the number one choice of communication for users, which is why voice is still included in this multi-channel package. It provides callback, which gives callers the option of being called back so they don’t have to wait on the line and therefore reduce the amount of callers that hang up. Additionally, the Interactive Voice Response (IVR) increases customer service levels and reduces operating costs by giving both callers and agents more choices and time to communicate with one another.
As technology continues to move at lightning speed, it is important to keep up with every solution and product available at hand that could further a customers’ experience, and ultimately, the success of a business.
Edited by Allison Boccamazzo