Zeacom Named UC Collaboration Partner of the Year by NACR
Zeacom, an Enghouse Interactive company and leading provider of multi-channel contact center and business communications solutions, today announced that it has been named the 2014 UC Collaboration Partner of the Year by NACR,based on its flexibility and responsiveness in supporting NACR Unified Communications (UC) proposals, sales, and implementations. Read Full Article >>
Zeacom Plans to Double Microsoft Lync Customers in the Next Quarter
by Tracey E. Schelmetic
Zeacom is a name that is well known in the contact center arena, but as of late the company has been broadening its reach. Back in June of 2012, the company was acquired by Enghouse Interactive (EI) and has since become one of the leading Microsoft Lync-based contact center providers. Read Full Article >>
Enghouse Interactive: Turning Acquisitions into a Suite
By Sheila McGee-Smith
Enghouse Interactive has been working to turn its many acquisitions into a fully integrated--and promising--contact center portfolio.
Across the enterprise communications space, there has been a fair amount of consolidation over the past few years. Some combinations were large (e.g., Avaya and Nortel or Mitel and Aastra) and others were smaller. In the contact center market, one company has made a series of these smaller acquisitions in the past ten years: Enghouse Interactive of Toronto, Canada. Read Full Article >>
by Blair Pleasant
As the overall UC and business communications industries continue to evolve, the players evolve as well. One company that’s gone through significant transition recently is Zeacom. Zeacom was acquired and became part of Enghouse Interactive (EI) in June 2012, and is quickly becoming one of the leading Microsoft Lync-based contact center providers. Read Full Article >>
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 Full Article >>
Lync and the SMB: A perfect match for customer experience management
By John Cray
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 Full Article >>
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 Full 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 Full Article >>
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
By Tom Farquhar
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 Full Article >>