Zeacom, an Enghouse Interactive company and provider of multichannel contact center and business process automation solutions, today introduced version 7.0 of its Zeacom Communications Center (ZCC) software platform.
ZCC 7.0 features TouchPoint, Zeacom's redesigned user interface for agents and supervisors, as well as new campaign tools for customers using Microsoft Lync, and enhanced redundancy options.
Zeacom TouchPoint provides real-time information and context-aware functionality and addresses the needs of organizations with multilingual workforces. Latin American Spanish, German, and Russian language versions are now available.
Additional productivity features available in ZCC 7.0 include the following:
- Increased agent utilization - Outdial for Lync allows outbound campaigns, such as collections, outbound sales campaigns, and appointment reminders, to be run during slow inbound calling periods.
- New customer feedback channels - ZCC Survey enables managers to capture customer feedback on email and Web chat-based agent interactions, as well as those conducted through voice automation. Integrated reporting provides comprehensive monitoring of customer satisfaction across all communication channels.
- Improved redundancy - Database replication is now supported in a variety of configurations.
- Enhanced product portfolio - As a part of the larger Enghouse Interactive business, Zeacom continues its integration to Enghouse Interactive Quality Management Suite (recording, evaluation, and computer recording across a larger set of platforms), and Enghouse Interactive Communications Portal (IVR, self-service, and speech-enabled automation).
"Our experience with contact centers has continually proven that happy, empowered agents translate directly into happy, informed customers," said Zeacom President Ernie Wallerstein in a statement. "TouchPoint reinvents the way agents interact; its cleaner design and leaner footprint gives users exactly what they need, when they need it. ZCC 7.0 is not only a major step forward for contact centers everywhere, but also a continuation of our success in developing powerful new tools that meet the needs of contact center managers and those responsible for the underlying IT infrastructure."