Change Your Call Center into a Unified Contact Center

A ZCC Unified Contact Center provides your agents with a smart multimedia solution that can cope efficiently with large numbers of inbound inquiries and outbound contacts – by email, fax, chat, SMS or phone.

Your agents will deliver a superior performance that has a positive impact on customer satisfaction, your callers' brand experience and revenues.

A ZCC solution lets you improve contact center management. Over 200 standard reports help to finetune performance. More importantly though, you will empower your agents by introducing real-time self-monitoring functionality with Agent Desktop - so they can better self manage their workloads.

Focus on Business Outcomes

A ZCC solution will enable you to address a number of key business issues. The examples below, from the Australasian Laminex Group, ilustrate how ZCC reduces operational costs as agent productivity improves.

Click on the links to quickly view the effects of implementing a ZCC solution.

• Optimize customer service – Improve your speed of answer. Reduce call abandonment rates
• Maximize staff performance – Improve productivity. Reduce staff levels. Bring down cost per contact

• Reduce staff attrition – Minimize absenteeism. Reduce annual attrition

For a more detailed overview of the ZCC contact center functionality and infrastructure, click here.

To find out how a ZCC solution can be extended to provide Unified Communications throughout the entire organization, click here.