ZCC's Contact Center Functionality at a Glance

Your contact center acts as the first point of contact for most prospects and customers. ZCC gives your agents the ultimate tools to optimize communications across all media, so they can make the most of each business opportunity that presents itself.

Create a Multimedia Highway

ZCC enables contact centers to control the delivery of every contact, regardless of media type. Faxes, emails, SMS messages, chats and requests generated from the web are treated with the same care as phone calls. By handling all the different media equally, you can deliver a consistently high level of service.

ZCC lets you maximize agent utilization and reduce their stress levels.

• Blend inbound and outbound call handling
  
• Route contacts to backup agents to better manage peak times, based on how long calls have been waiting, without compromising on service quality

Generate savings in the Contact Center that will create a quick Return on Investment.

• Let an integrated Interactive Voice Response (IVR) system take care of repetitive standard requests
  
• Introduce Autodial to fully automate repetitive outbound calls, without agent intervention

Finetune Performance Monitoring

Most contact centers struggle to balance customer expectations with the resources available to them. ZCC Agent Desktop gives your agents the tools they need to perform this difficult juggling act. They will get visibility, in real-time, of who is talking to whom, and how long it’s taking before emails or faxes are answered. And because queue levels can be optimized across all media types, agents can better manage workloads and are empowered to create a highly efficient and productive work environment.

Access to real-time information from their desktops lets agents react immediately to service affecting situations, while Unified Messaging and the familiar Windows XP/Vista-based user interface streamline contact handling, administration and reporting.

Managers get access to over 200 standard performance reports, while custom reporting lets you use third-party reporting packages to manipulate data and build tailor-made reports.

A State of the Art Multifunctional Contact Center

First call resolution, reduced call abandonment rates and customer satisfaction, feature among the top priorities for contact center managers. A ZCC solution provides a wide range of functionality that enables your agents to perform at their peak.

Key Functionality

• ZCC Rich Presence enables agents to see at a glance who is at their desk, who is on a call or out and about, and what their time of return will be. Whenever an agent needs to ‘fetch an expert’ or forward a call to a colleague, it won’t result in caller frustration or ‘voice mail jail’. Roll out Presence across the entire enterprise so that agents can pass on calls or IM with experts who are at their desk. You’ll also create huge time-savings for all other staff
  
• Let callers navigate an IVR system so they can move seamlessly between a self-service environment and the contact center. ZCC lets callers exit the IVR and be transferred to a queue for delivery to an agent, along with the information collected within the IVR
  
• Use Speech Recognition to give your customers intuitive interactions with the IVR
  
• Introduce Autodial to automatically dial customers and interact with them on repetitive tasks
  
• Create time-savers and efficiency engines like Screenpops and Enhanced Routing. Zeacom’s Plug-in Integration modules easily integrate ZCC solutions with your database, CRM system, help desk, voice recording or workforce management applications
  
• ZCC introduces Call Routing based on Calling Line ID, number dialed or data entered by the caller. Use Skills-Based Routing to connect customers straight away with the right expert. Use Value-Based Routing to connect high-value customers with your top agents
  
• Call Routing also enables routing of callers to back-up agents when there’s an overflow, or prioritizing and routing callers directly to a preferred agent or the last agent they spoke with. You can also set up contact avoidance for callers who, for example, haven’t paid their invoices. They can be passed on to ‘Accounts’, accompanied by a screen displaying up to date billings
  
• Use Custom Announce (voice and text)to reduce call abandonment by playing customized announcements to callers or advising them of their position in the queue
  
• Callback lets your callers be called back – without them losing their position in the queue – rather than wait on the line until an agent becomes available
  
• Give supervisors Failsafe System Settings to stop them from watching performance minute-by-minute. The administrator will pre-configure the system so that it anticipates and accommodates peaks and emergencies. Alert Notification will alert the supervisor automatically should an unusual event occur, so they can respond and take instant action using a range of options
  
• Network multiple contact centers to extend your hours of operation and improve the management of calls volumes across your entire organization
  
• Use Zeacom’s ISDK Toolkit to create customized integration with your other systems and applications
  
  A ZCC Unified Contact Center provides a full complement of award winning functionality.
  
  
• Networked Voice Messaging and Networked Presence
  
• Email Queuing Exchange, Email Queuing Desktop SMTP
  
• Fax Queuing, Fax Messaging
  
• Web Chat Queuing, Web Callback Queuing
  
• Outdial Queuing, Networked Queuing
  
• Operator Console

Required Modules

Each contact center user requires CT Control and Agent Desktop.Additional contact center applications include: Custom Announce, Callback, Email Queuing Desktop SMTP, Web Chat Queuing, Web Callback Queuing, Fax Queuing, Outdial Queuing, IVR, Networked Queuing and Custom Reporting.