Zeacom yesterday unveiled the Zeacom Communications Center (ZCC) Operator Console for Microsoft Lync. The new ZCC console combines Zeacom's operator interface with Lync's unified communications capabilities.
Intelligent queue-based routing, innovative features, and real-time status information have been blended to address the unique requirements of operators. "The ZCC Console for Lync extends customer experience management beyond the contact center," said Zeacom Director of Marketing and Product Management John Cray in a statement. "It gives operators unprecedented control and access to information, resulting in faster call handling, reduced call abandonment, and lower overall cost of service."
Zeacom also announced the integration of ZCC with the Enghouse Interactive Quality Management Suite 5.0, a recording, reporting, and evaluation solution. Version 5.0 supports 15 languages and offers expanded desktop monitoring capabilities that allow administrators to record and monitor selected business applications according to demand. Security and recording profiles can be created to fit business needs, providing flexibility to capture desktop and telephone interactions. Administrators can leverage selective recording, application-specific recording, and even schedule-based recording. The latest version includes support for Microsoft Windows 8, Windows 2012 Server, SQL 2012 and Silverlight 5.0. Supervisors can also leverage integrated, multimedia search capabilities. Users will also benefit from improved system alerting, event log entries, automated email and increased API access.