LISTEN: VP of Marketing, John Cray, Featured on Price of Business with Host Daven Michaels John Cray, Vice President of Channels Marketing for Enghouse Interactive/Zeacom, sits down with Daven Michaels to discuss how Enghouse Interactive truly brings customers closer through our diverse product portfolio. As a leader in communications solutions, John explains how our multi-channel contact center, business process automation and unified communications functionality continues to help customers around the world both increase productivy and customer service while ultimately driving down costs.
John Cray, Vice President of Channels Marketing for Enghouse Interactive/Zeacom, sits down with Daven Michaels to discuss how Enghouse Interactive truly brings customers closer through our diverse product portfolio. As a leader in communications solutions, John explains how our multi-channel contact center, business process automation and unified communications functionality continues to help customers around the world both increase productivy and customer service while ultimately driving down costs.
3 Top Customer Experience Trends in 2014 by John Cray
As digital communication channels explode and mobile devices get smarter, consumer expectations will change drastically. Consumers expect consistent, proactive, personalized service across a growing number of channels, resulting in a positive, pain-free customer experience. Today's consumers don't have the time or patience to wait on hold... Read More >>
Lync and the SMB: A perfect match for customer experience management
by John Cray, Director of Marketing and Product Management for Zeacom.
Thanks to all of its intricate features, Microsoft Lync is typically thought of as a tool for unifying communications at huge, tech-savvy enterprises. But even the small- to medium-sized business can now cut through the complexities of Lync-based solutions and implement its seamless collaboration tools. Read More >>
Lync: Great for business, even better for the Contact Centre
Unified communications makes multi channel interactions that much easier and more convenient for busy information workers, but it is contact centres which are seeing the biggest benefits.
That's because contact centres are all about communication. The more efficiently agents can interact with customers, and connect them to subject matter experts, the more likely it is they can achieve the holy grail of any contact centre: first call resolution. Read the Article
3 Keys to Turning Your Contact Center into a Profit Center in 2014 - By John Cray
Although the term “profit center” has been bandied about from time to time over the past 10 years, it’s often more of a nice gesture than a reality. As the technology landscape has evolved, however, giving way to multi-channel communications and innovations such as social media listening engines, the possibility of the profit center is finally within reach. Before organizations can realize this goal, they need to address three key areas. Read More >>
Don't Stunt Your Contact Center Agents' Ability To Deliver Superior Customer Service
There was a time when call center agents’ primary value was being able to share their personal knowledge about a product or service with a customer on the other end of a landline. As technology has expanded and new forms of communication such as email, web chat, and screen sharing have emerged, and real-time access to knowledge bases has become commonplace, multi-channel contact center agents have the ability to serve customers on a whole new level. Read More >>>
Holiday Rush Best Practices for Contact Centers
Prepare your customer service agents with these best practices that will keep your credit union's contact center running smoothly to deliver excellent member service during the holidays. Read More >>
Zeacom: Happy agent, happy customer
Contact centre agents face a difficult task. They need to find and interact with a lot of information from a variety of sources, while maintaining a cheerful and courteous disposition at all times.
This is stressful unless the right tools are provided. More than that, the tools should also be great to use, delivering the 'wow' factor that all of us have come to expect with the consumerisation of technology. Read the Article>>
Zeacom Communications Center 7.0 Modernizes the Agent Desktop
VP & Research Director, Ventana Research
When I last reviewed contact center vendor Zeacom it was in the process of being acquired by Enghouse Interactive, with its primary goal being a more global presence. At the time Zeacom’s main selling points were support for multiple channels of communication and integration with Lync, Microsoft’s unified communications software. Now the acquisition is complete (although Zeacom still seems to operate on a fairly autonomous basis), and I learned during a recent briefing that the latest release of its Zeacom Communications Center 7.0 product takes advantage of closer integration with Enghouse Interactive products and includes some important new capabilities. Read More >>
Zeacom Introduces Zeacom Communications Center 7.0
October 23, 2013
Delivering a new user interface designed to empower contact center agents and optimize the customer experience. Read the Press Release
Firms Tap Data To Deliver Smile-Worthy Client Moments
A good consumer experience is gold for companies. How savvy firms get inside buyers' heads and hearts:
Know your place. That is, replaceable. "Every competitor is a click away," said Ernie Wallerstein, president of the Americas division of Zeacom, which aims to improve how firms handle consumers' calls to contact centers. Each of Zeacom's 4,000 clients wants to be talked about — in a good way. "They differentiate themselves by the level of customer service they provide," Wallerstein told IBD. Read More >>