Zeacom Communications Center 5.1

The Zeacom Communications Center (ZCC) 5.1 is the latest version of its unified communications, contact centre and business process automation solution that assists users to improve employee collaboration and productivity and enhance customer service.

Business process automation makes it possible to automate frequent, repetitive enquiries in order to increase the speed and quality of front-line responses and back-office processes.

The solution’s features include: multi-party chat allows customer service agents to invite an expert or supervisor to join; virtual assistant - voice recognition employee directory allows callers to ask for people by name; contact centre snapshot allows a browser-based real-time picture of contact centre performance with up-to-the-minute data on queue and agent status that can be viewed on a large LCD screen or on desktops or can be provided to customers on an external web page; Microsoft OCS enhancements include Integrated Presence and the ability for people to ‘click to dial’ their contacts directly from Office Communicator or applications such as SharePoint and Outlook; enhanced integration with Microsoft Outlook and Microsoft Exchange Server in Exchange 2010 and the 2010 Outlook client.