Agent Desktop
Agent Desktop gives managers, supervisors and agents an immediate view of exactly what is happening in the contact center. Managers have access to real-time queue and agent activity, empowering them to deal with issues as they arise – not after the fact. Supervisors can monitor an agent’s current status, their average call handling time and what types of contacts they are handling. Agents can do their jobs more effectively because they have visibility of the wider contact center environment, which includes critical contact center metrics and the availability of their peers. Sharing this information allows agents to self-monitor and promotes teamwork – which has a positive effect on service levels.

Reporting
Contact centers are constantly under pressure to lower their costs but are expected to deliver increasingly higher levels of customer service. That’s why the quality of business intelligence provided by your contact center solution is so important. To understand how your contact center is performing and where it can be improved, you need a combination of historical and real-time information. ZCC has over 200 out-of-the-box reports that give you a clear picture of your contact center’s performance.

With Snapshot, you can measure your key metrics in real-time and make them visible to everyone in the contact center. Take information-sharing a step further and display your response times on your website in easy-to-read graphs and tables. You decide what application you want to feed your contact center statistics into and how the data gets presented.

Integrate with CRM

Integrating your Microsoft Dynamics CRM with ZCC allows you to leverage your investment in CRM to increase the productivity of your agents and deliver a better customer experience. Screenpops take an average of 15 seconds off every call by capturing calling line ID or caller-entered data and displaying the customer records within your CRM application. Zeacom’s solution for Microsoft Dynamics CRM goes beyond a standard screenpop by searching to see if there are any activities related to the call and popping a CRM report of these activities. These reports display the caller’s contact or account information, current cases and previous phone calls, and can be customized to your requirements.Integration also allows phone numbers to be dialed from within Microsoft Dynamics CRM by simply clicking a button next to a phone number on the Contact, Account or Lead screens.