Overview

Zeacom’s Integration Software Development Kit (ISDK) Plug-ins provide Zeacom Communications Center (ZCC) customers with the tools to integrate third-party applications into their contact center environment using in-house resources or a third party developer.

The ISDK supports functionality such as screenpops and one-touch dialing from third-party applications.Screenpops display customer information on an agent’s PC, as the call arrives at the extension, while onetouch dialing allows agents to place phone calls quickly and easily from within a CRM application.

Industry studies show that screenpops shave an average of 10 to 15 seconds off every call. This adds up to significant savings each month, giving contact centers the ability to handle more calls or roster fewer agents. Even more importantly, it allows your agents to project a more professional image of your organization.

Business Drivers

• Increase the productivity and efficiency of contact center or help desk staff
• Deliver superior customer service
• Utilize existing resources to integrate ZCC with your third-party applications

How do Zeacom’s ISDK Plug-ins work?

Zeacom has two ISDK offerings: the standard ISDK and the ISDK Plus.

ISDK

The standard ISDK has been designed for easy integration with most database contact management, help desk and Microsoft Windows based applications. The ISDK provides information and event notification for one agent and their extension. It supplies contact center events and data to a CRM application at the client level via a COM or DDE interface.

ISDK Plus

The ISDK Plus provides an enhanced level of integration by allowing developers to link third-party applications to ZCC at the server level via a COM interface. The ISDK Plus provides information and event notification for multiple extensions, queues and agents. It allows an application to connect to, monitor and control one or more PBX lines and calls can be initiated, answered, forwarded and so on using these lines.

Benefits

The benefits of ISDK Plug-ins include:

• Customers can choose who provides them with integration services, whether it be in-house resources or a third-party
• Detailed documentation and sample code are provided with the ISDK, simplifying and speeding up the integration process
• An external link from ZCC that is quality approved and supported by Zeacom
• ISDK Plug-ins are kept up-to-date as ZCC evolves
• Customers are not locked into a single vendor’s products but can choose ‘best of breed’ solutions