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Business Process Automation

Increase customer satisfaction and control costs, automatically

Solve problems, prevent bottlenecks and streamline workflow. Zeacom’s off-the-shelf and customized business process automation solutions lift productivity to deliver a fast return on investment.

Business Process Automation (BPA) and Communication Enabled Business Processes (CEBP) don’t just reduce costs. They have the potential to transform your business, lift customer satisfaction and make your employees’ work life more interesting.

We’ve successfully implemented hundreds of business process automation projects around the world. Whether you want to automate a single task or an entire process, we use industry-accepted best practices to make it happen.

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Customer Interaction Automation

For routine inquiries, customers don’t need to talk to call center agent. They can get what they need quickly and easily with effective automation. You’ll improve customer service standards while you free-up resources – a double dose of optimization for your organization. Read more >>

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Workflow Management

Routine tasks – such as data transfer - can be automated, giving your people more time to handle the high value transactions that will make a real difference to your bottom line. Call recording resolves disputes quickly and gives you the information you need to improve customer call handling. Plus you can queue workflow items, to make sure they’re dealt with efficiently. Read more >>

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Agent Transaction Optimization

Screenpops of vital information save time and give your agents the ability to personalize the customer experience. And every screenpop provides the opportunity to update customer information, so your database stays fresh and clean. Click-to-dial saves time and ensures dialing accuracy for outbound calls. Read more >>

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Software Development Kits

If your IT team includes people with basic development skills, our Software Development Kits can enable them to build business process automation solutions. These kits integrate with most database contact management, help desk and Microsoft Windows-based applications. Read more >>

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Enhanced Business Intelligence

Find out how to make the most of IVR - it can be faster, more efficient and more customer-friendly. Use Customized Snapshot to get a real-time picture of contact center performance, so that you can cope with unexpected demand before it becomes a big problem. Get insightful reports that combine contact center data with business intelligence from other sources. Read more >>

Feeling the pain?

Here's our solution

Routine tasks tie up valuable resources

Are customers asking the same questions over and over, day after day, while others are waiting to be answered? It’s time to look for a better way to take care of the housekeeping.

Less time spent on repetitive tasks and more focus on high value interactions

Take routine tasks – like customer authentication and transaction processing – and give them a BPA makeover. The time saved can be reinvested in high value interactions that increase profitability. Read more about Customer Interaction Automation.

Delays and errors are driving up costs and affecting customer satisfaction

It’s not enough to say ‘sorry’. Eventually mistakes will have a negative impact on your bottom line. When essential workflows are breaking down because of human failings - forgetting, ignoring or mis-keying – it’s time to let automation technology step in.

Tasks are completed faster and with greater accuracy

It only takes one mistake to turn a happy customer into a dissatisfied one, and to create hours of rework to sort it out. Automation isn’t just about cutting costs, it ensures that transactions are completed accurately - the first time. Read more about Workflow Management.

Budgets are tightening but service levels need to be maintained

If you need fewer people to do more in less time, you’re in good company. Nearly every enterprise in the world is facing the uncomfortable reality of ever-decreasing budgets and ever-increasing customer service demands.

More work can be done with the same or fewer resources

Zeacom’s discovery process highlights opportunities for automation in your organization, and quantifies the return on your investment. You’ll know exactly how much you can save and you won’t have to compromise on customer service. Read more about Enhanced Business Intelligence.

Customers aren’t getting what they need the first time

On one hand, your marketing department is trying to increase the amount of contact between customers and your company. On the other hand, callers are unhappy because they aren’t getting what they need the first time they call. It’s a no win situation.

Customers get to the right person or information quicker

In an ideal world, every customer interaction would be successfully completed the first time they make contact. Zeacom’s BPA solutions can make this a reality by using information in your company database to direct customers to the information or services they need. Read more about Agent Transaction Optimization.

Applications that don’t integrate with each other are slowing your people down

Juggling incompatible applications is an exercise in time-wasting and frustration. Data has to be double-handled, the desktop environment becomes a clutter of windows and stress levels go through the roof.

Integration with other applications improves staff productivity and the customer experience

When applications integrate with each other, your people are more efficient and the customer experience is transformed. Information from your databases, CRM system and other applications can be used to deliver faster, more personalized service every time the customer calls. Read more about Software Development Kits.

Reports are difficult to decipher and take forever to collate

Getting a complete picture of organizational performance becomes a spreadsheeting nightmare when you’re working with information from disparate applications. You need a simple way of bringing all the right information together in one place.

Reporting and data presentation can be tailored to your business needs

Customized reporting gives you the ability to integrate with other Business Intelligence, providing information to improve the customer experience and increase efficiency. By consolidating data from multiple sources, what used to take hours now takes minutes. Read more about Enhanced Business Intelligence.

Economic pressures are forcing a re-engineering of business processes

The writing is on the wall and change is in the air. Every major enterprise goes through periods of re-invention. It’s a necessity for long-term business sustainability- but where do you start?

Re-engineering that’s designed to meet your goals

If you recognize that your business processes aren’t optimized but don’t know where to begin, our audit services will get you on the right track. Zeacom’s expertise, proven methodologies and customized solutions take the uncertainty out of re-engineering your business processes so you achieve your strategic objectives. Read more about Enhance Business Intelligence.

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