Zeacom, a provider of multichannel contact center and business process automation solutions, today released the latest version of its Zeacom Communications Center (ZCC) software. ZCC 6.2 continues Zeacom's investment in Microsoft Lync integration, while offering enhanced business intelligence, mobility, and deployment options across a wide range of telephony platforms.
Highlights of ZCC 6.2 include the following:
- Leveraging the Power of Microsoft Lync: ZCC's native integration with Microsoft's UCMA and conferencing brings together Zeacom's advanced multichannel, callback, and interactive voice response functionality with Lync's presence, instant messaging, screen sharing, and video capabilities. ZCC 6.2 also introduces flexible deployment options, including a hybrid environment that allows organizations to trial Lync while maintaining their existing telephony infrastructure. IT managers can prove the technology in a controlled environment before moving their customer-facing contact center to a new voice platform.
- Microsoft SQL Server Database: Customers benefit from faster migration and more database management options due to Zeacom's migration to Microsoft SQL Server Database.
- Contact Center Performance and Customer Satisfaction: Up-to-the-minute data can be viewed anywhere - including iPad, Android tablet or smartphone - via ZCC's Snapshot functionality. New service metrics are displayed in the ZCC desktop and reports, while tickertape-type scrolling text lets managers emphasize what's most important. ZCC 6.2 extends the measurement of customer satisfaction to additional telephony platforms through its Post Call Survey option, allowing customers to provide immediate feedback at the call's conclusion, without the agent's involvement.
- Integration with Microsoft Hosted Services: ZCC's Email Queuing and Unified Messaging solutions are now supported for Microsoft Office 365 and in a hosted exchange environment, allowing customers to enjoy these applications in the cloud.
"Our customers need simple, effective productivity and business intelligence tools that enable their agents to deliver the best possible service," said Zeacom President Ernie Wallerstein in a statement. "At the same time, organizations want a choice of telephony infrastructure, and the ability to maximize its value to the business. The latest version of ZCC continues to offer our customers unprecedented flexibility, while demonstrating Zeacom's commitment to driving contact center productivity and customer satisfaction."