Work Force Management Plugins
Workforce Management (WFM) applications rely on call history and real-time agent data to perform their contact center forecasting and scheduling functions. This information is also used for monitoring staff numbers and service levels, as well as for determining how closely agents are following their rosters. Read More>>
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Voice Recording Plugins
Zeacom’s Call Recording Plug-ins pass individual call and agent information between Zeacom Communications Center (ZCC) and the call recording system every time a new call arrives and is delivered to an agent, or when an agent changes status. Managers can choose which calls to record, such as calls to a specific queue or agent, ensuring that only the most relevant calls are captured. Read More>>
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Activity Queuing
Zeacom’s Activity Queuing ensures that your agents are allocated important data in a timely and efficient manner, enhancing the level of service delivered to your customers. Read More>>
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Media Extraction
With Zeacom Communications Center (ZCC), contact centers can efficiently manage multiple communication channels including phone calls, web chats, emails and faxes. Zeacom’s Media Extraction Plug-in gives organizations a simple way of extracting their web chat, email and fax transcripts from ZCC to an external database on the company LAN. Read More>>
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