Call Center Operations

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February 01, 2012

Call Center Operations Improved with Zeacom Communications Center

By Jamie Epstein, TMCnet Web Editor

Opening its doors in 1994, Zeacom specializes in catering to three areas, including multimedia contact centers, business process automation and plug-ins for unified communications. Already having strategic partnerships in place with Microsoft, Cisco, Avaya, NEC (News - Alert) etc., the company provides its innovative solutions to over 4,000 customers located in 30 countries. Recently, the company completed a beta program to make its flagship call center software, called Zeacom Communications Center, available for Lync – Microsoft’s (News - Alert) software telephony platform. This software will help to streamline call center operations.

Already being successfully deployed at Lync sites in both northern Europe and the Asia Pacific region, Spotless Group, a facilities management company, has allowed 600 Australian staff members and its IT help desk to gain access to Microsoft Lync. The results? The system has not missed a call thus far, Sam Williams, Zeacom’s vice president of marketing, revealed.

“The help desk supports the company’s payroll function – ensuring that more than 40,000 workers are paid accurately and on time. Spotless successfully piloted and moved its ZCC-powered call center from the company’s old PBX (News - Alert) to Lync in less than four weeks,” he added in a statement. “We’ve been working on Lync for the past 14 months. It’s being driven by industry change. It became obvious a few years ago that Microsoft was getting serious about business telephony.”

The debut of this brand new software will enable organizations to have a much wider selection when moving their current call center solution to a different voice platform. In addition, ZCC help contact centers with better manage contacts, whether from voice calls, email, SMS or social media alerts.

“When it comes to contact centers, it’s not what you do but how you do it that matters,” Williams concluded. “Zeacom’s use of Microsoft's native UCMA architecture and trusted conferencing platform allows us to offer a more expansive functionality. Our heritage of using other manufacturers’ native methods of integration gives us a proven track record in delivering highly functional call center and business process automation solutions.”

Currently, Zeacom has 100 employees situated in Auckland, 25 in Australia, 10 in the U.K. and 65 in the US.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, happening right now from Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

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Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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