Zeacom, a provider of unified communications and contact centre offerings, has unveiled Zeacom Communications Center (ZCC) 5.1, the new version of its unified communications, contact centre and business process automation offering.
ZCC 5.1 functionality includes multi-party chat, a voice recognition employee directory that allows callers to ask for people by name, and integration with Microsoft Outlook and Microsoft Exchange Server.
The ZCC also includes contact centre snapshot that gives agents, supervisors and managers a browser-based real-time picture of contact centre performance.
In addition, the new version features Microsoft OCS enhancements that include Integrated Presence and the ability for people to ‘click to dial’ their contacts directly from Office Communicator or Microsoft Office applications such as SharePoint and Outlook.
Zeacom chief executive officer Miles Valentine said that ZCC 5.1 allows many everyday processes – from directing outside callers to the right person, to providing localised travel information or validating credit cards – to be completed faster and more accurately.
"Our vision is to enable contact centres to deliver a positive experience on the customers, terms which provides first call, or contact, resolution. Using ZCC 5.1, agents become powerful customer advocates, empowered to bring an expert or supervisor online to answer questions or make a decision on the spot," Valentine said.
