Zeacom Communications Center Sees Latest Upgrade
ZCC 5.1 is released. The latest version features multiple communications channels, including enhanced chat, Virtual Assistant, and Contact Center Snapshot.
Unified communications provider Zeacom has released the latest iteration of its Zeacom Communications Center.
Zeacom Communications Center (ZCC) is a unified communications, contact center, and business process automation solution for SMBs. The software is designed to improve employee collaboration and productivity, enhance customer relations, and reduce operational costs. For one thing, ZCC is a business process automation solution that automates frequent inquiries.
ZCC 5.1 adds several new features, including:
- Chat–Multi-party chat enables customer service agents to invite an expert or supervisor to join a customer discussion.
- Virtual Assistant–A voice recognition employee directory enables callers to ask for people by name.
- Contact Center Snapshot–Up-to-the minute data on queue and agent status can be viewed by customer support teams on a large LCD screen, on managers’ desktops, or provided to customers on an external web page.
- Microsoft OCS Enhancements–These include the ability for people to “click to dial” their contacts directly from Office Communicator or Microsoft Office applications, such as SharePoint and Outlook.
In addition, integration with Microsoft Outlook and Microsoft Exchange Server is further enhanced in Exchange 2010 and the new 2010 Outlook client.
According to Zeacom CEO Miles Valentine, automating simple business processes improves production and service quality while reducing costs. “ZCC 5.1 allows many everyday processes, from directing outside callers to the right person to providing localized travel information or validating credit cards, to be completed faster and more accurately,” he says.
Valentine adds that the development of ZCC 5.1 reflects the continued consumer and worker adoption of technology by end-users who expect multiple communications channels, such as Web. “Organizations that are truly focused on customer satisfaction recognize that their end users want to interact effortlessly at any time of the day or night, using the channel or medium that suits them” he says.
