Sphericall, SV8300, SV8500

Connect across your organization to realize hard financial returns

World beating Contact Center is everything today, so is understanding where you need to change business practice. Capture the metrics that are important to you, quickly, so you can be smarter. ZCC has a range of reports that track the customer experience, such as x seconds report, longest wait, and average time to answer. Equally important are the reports that show how your most valuable resource – your people – are preforming. These might include real time statistics such as adherence and occupancy, or historical reports detailing comparitive agent performance, or individual agent activity. Forecasting demand and understanding transaction patterns can also be handled with standard reports. Out of the box, ZCC provides you with a comprehensive set of tools to measure and improve.

Key Facts:

• Collaborate faster, improve professionalism - Proactively manage in-house communications easily and efficiently with smart and intuitive onscreen tools.
• Not just about voice anymore - CSRs use one model to handle all channels, providing simplicity and consistency for easy adoption.
• Improve customer service - Use smart recording and conversation evaluation to coach your CSRs to high standards of performance. Match this with post call surveys to get a true picture of the most critical metric today: customer satisfaction.
• Manage peaks and troughs -Automate repetitive and mundane call-handling tasks to remove the boredom and frustration, freeing up your team to focus on what you really need them for: handling your business.
• Do clever things out of the box - Use ZCC's exceptional routing intelligentce to identify and deliver calls to the most appropriate agent, based on the factors that matter to you: called number, caller ID, call region, data entry, value, time of day, agent skills...