Zeacom, a provider of multimedia contact center and business process automation software, today introduced its Zeacom Communications Center (ZCC) Helpdesk solution for Microsoft Lync.
ZCC Helpdesk offers a wide range of features and functionality, including skills-based routing, in-queue announcements, real-time monitoring, and reporting. It queues and routes calls and email to the most appropriately skilled person, and Priority Routing ensures that the most important customers and tasks are attended to first. In addition, ZCC integrates with Microsoft Dynamics CRM.
"ZCC Helpdesk is a comprehensive solution that allows IT managers to boost their helpdesk's performance and deliver a higher level of customer service," said Brady Cox, Zeacom's vice president of business development, in a statement. "Today's consumers want to have their problems resolved during their first contact with an organization. The helpdesk environment is no exception. ZCC Helpdesk provides IT support staff and their managers with the tools and information they need to improve both response and resolution time."
With ZCC Helpdesk, calls and email are delivered to team members only as they become available. In addition, the solution's inherent flexibility enables routing to be automatically adjusted for varying situations based on wait time, agent workload, core competencies, and time of day. Accordingly, if a contact or query is kept in the queue for too long, ZCC then delivers it to the next available person.
A Snapshot application displays up-to-the-minute data and exception reporting for managers on the move in a highly visible, customizable format.
"Today's IT helpdesks are under constant pressure to do more with less and are asked to manage a wide range of activities, including faults, MACs, alerts, IT security, and a multitude of other tasks. By providing advanced technology that makes the job of the helpdesk easier, organizations can not only increase job satisfaction and reduce attrition, but also control costs and promote an environment centered on teamwork and service excellence," Cox added.