Zeacom Communication Centre
Zeacom’s contact center and unified communications solutions are implemented within over 2200 customer sites across the world and in the UK, and fully integrate with Cisco Call Manager Enterprise & NEC – Phillips IPS/ SV7000 telecommunications platforms such as the 2000IPS, SV8100, SV8300 and SV8500.
All of the Zeacom applications reside on 1 server for ease of management and interoperability, and are the only single server provider of the following applications for both Cisco and NEC-Philips.
New England Telephone Company began supplying and installing the Zeacom applications on NEC and Cisco systems in 1999, making them the longest serving UK dealer. New England also are the largest UK supplier and maintainer of the Zeacom applications.
Zeacom's Real Time Connectivity - Where Ever You Are!
Computer Telephony Integration
The Windows Operator Console system gives a company’s receptionist or call attendant an overall view of all incoming calls and status of all internal extensions, and allows calls to be controlled quickly & efficiently
Desktop, Desktop Lite & ‘Reports’ allows you to dial & control from your PC as well as your telephone, displays a screenpop showing the caller’s name, company, phone number and other useful information. It also provides the user with a list of all inbound and outbound calls to their extensions.
Microsoft Outlook Integration allows you to dial & control from Microsoft Outlook as well as your phone, displays a screenpop showing the caller’s name, company, phone number and other useful information. It also provides the user with a list of all inbound and outbound calls to their extensions.
With Unified Messaging, email and voicemail & fax messages are integrated onto a single Inbox screen, enabling Outlook users to forward, hear or respond to both types of messages on and off site.
With Mobile Integration, you can have all of the functionality of your desk phone on your mobile, see presence information, missed , made and received calls to your desk phone etc. Treats your mobile as an office extension
Zeacom Integrates With Microsoft Outlook
Contact and Call Centre
ACD Call Centre is core of your call centre, allows your agents to have functionality such as Skills Based Routing, wrap up codes and so on.
Desktop Supervisors and Agent Software lets managers and agents view real-time information on queue and agent performance across all contact media, whether phone, email or the Web, providing supervisors and agents with the tools for making the right decisions at the right time.
Extend the full voice and data capabilities enjoyed by agents in your contact centre, to the agents working at home or remotely
Use Reports to access to timely and relevant information is critical to the effective management of your contact center. That’s why a comprehensive reports package comes standard with every solution ensuring that you have the tools to run at peak efficiency.
Using Announcements, allow callers to listen to customised announcements or greetings while they wait in the queue. A major concern for any contact centre manager is abandoned calls, which often equate to lost business.
Callback invites callers to enter their number (if Calling Line Identification is not available), leave a message (who they are and the purpose of their call), and hang-up, safe in the knowledge that they will not lose their position in the queue.
Agent Desktop Gives Real Time Statistics & Control
Multimedia Contact and Call Centre
Web Callback invites Web users to leave a message via a form, safe in the knowledge that their query will be dealt with in timely fashion. They will then be contacted by the first available agent as quickly as if they had made a phone call and waited for an agent to speak with them.
With Web Chat, online customers can request live interaction with your contact center agents by establishing an on line text conversation. Web Chat is a great way to make your web site more interactive, encouraging customers to contact you. With a click of the mouse your customers are instantly talking to you by telephone, email or via a chat session allowing you to provide superior customer service and close sales.
Email Queuing allows your contact centre to treat emails in the same way as they treat phone calls, emails are queued, then delivered to the agent once they are available to deal with them. If the agent takes too long to respond to the email, the email will be delivered to the next available agent, in this way, emails are never allowed to disappear into the agent’s overfull inboxes, in this way, emails can be treated in exactly the same as phone calls.
Fax Queuing allows agents to queue, deliver and report on fax communications quickly and efficiently. Faxes are queued and delivered in soft copy using the assigned skills based routing protocols. Faxes appear in Agent Desktop, allowing agents to manage requests without leaving their desks. Agents can even reply to faxes using the Fax Queuing module.
With IVR your callers can use their touch-tone telephone to request information, the IVR then searches the appropriate internal databases and automatically responds to the caller with the information requested without the need for agent intervention.
It’s never busy and always ready for the next customer call, 24 hours a day, 7 days a week.
Outdial automatically presents outbound calls to the agents Why wait for your customers to call you! You can generate additional revenue, proactively manage customers and improve the productivity of every outbound customer contact by intelligently managing outbound call campaigns from within your Contact Centre solution.
When implementing a new call centre, you may want to integrate your telephone system to your current or new database. We can integrate with most databases.
Queue Networking provides the infrastructure where callers who can access to a contact center, such as a Help Desk, for more hours than a standard working day. Contact centers often solve this problem by linking one center with another across different countries with different time zones. No matter what the geographical location or manner of operation (one virtual contact centre, ‘follow the sun’, or overflow), Network Queuing can be used to link contact center sites together in a single operation that is more efficient and productive.
