Zeacom’s (News - Alert) suite of call center software has helped many of its adopters, large and small, public and private boost efficiency and customer satisfaction. Zeacom’s Communications Centers adds UC to call centers by offering fax, email, SMS and phone support in one package. This makes it easier for a customer to reach the necessary communication point as quickly as possible.  

CDTA, the transit authority of New York capital Albany incorporated Zeacom’s solution in 2009 to tremendous results. According to a case study done on CDTA’s implementation of Zeacom Communication Center,” Every time a winter storm threatened the daily commute, CDTA’s call volume would swell by as much as 200 percent per day. Existing hardware had difficulty handling the increased loads. It was during these weather conditions that CDTA’s own staff had difficulty getting into the office, making it even harder for CDTA to handle the large volume of calls on such days.” Residences of the Albany area know that the winters there can last half the year bringing plenty of inclement weather with them. The CDTA needed a better way for customers to get the service they needed, and ZCC was the answer.

A ZCC based system was developed for the CDTA by VAR Mac Source (News - Alert) Communications and has dramatically increased the level of customer satisfaction. “Before we used ZCC, only 34 percent of our customers felt it was easy to get through to our call center. Our most recent customer survey indicated that 87 percent now feel it’s easy to reach us.” said Rick Ferris, CDTA’s superintendent of flexible services.

The case study explained that “As part of a two-stage upgrade, CDTA worked with MAC Source to upgrade its Avaya (News - Alert) IP office systems to the latest software and hardware platforms, and purchased new call center software from Zeacom. CDTA combined 3 call centers into a single platform through Zeacom’s Communication Center, and connected all 5 of its office locations through a single IP-enabled PBX (News - Alert).”

MACs implementation of ZCC carries a network of maintenance and user support. Not only does CDTA gain a powerful way to manage and address customer concerns throughout the Albany district, but because the VARS Zeacom chooses are subject to rigorous certifications it means they’ll get continued support from both MAC and Zeacom directly.

CDTA plans to add call recording, IVR, SMS, and web chat to its platform further bolstering this suite of call center software.  The reseller support and effective multimedia management means the CDTA will maintain the ability to efficiently manage its resources even during the brutal Albany winters.