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Zeacom Contact Centre (ZCC) - Unified Contact Centre Solutions
A ZCC Unified Contact Center provides your agents with a smart multimedia solution that can cope efficiently with large numbers of inbound inquiries and outbound contacts – by email, fax, chat, SMS or phone. Your agents will deliver a superior performance that has a positive impact on customer satisfaction, your callers' brand experience and revenues.
A ZCC solution lets you improve contact center management. Over 200 standard reports help to finetune performance. More importantly though, you will empower your agents by introducing real-time self-monitoring functionality with Agent Desktop - so they can better self manage their workloads.
A ZCC Unified Contact Center solution enables your business to address a number of key issues:
- Optimize customer service
- Maximize staff performance
- Reduce staff attrition
- Introduce cost reductions
- Improve contact center management
ZCC Unified Contact Centre Solutions FactSheet
ZCC Unified Contact Centre Solutions Overview
ZCC Unified Contact Centre Online Video Demo
Zeacom Interactive Architecture Link
Agent Desktop
Agent Desktop allows contact center managers to view real-time information on queue and agent performance from their PCs, and because this information can be made available to any PC on the LAN, it can be shared with supervisors and the agents themselves. Experience has shown that productivity increases when agents are able to review each other's performance because they become more accountable to each other and to the team as a whole.
Agent Desktop is also a very powerful management tool. As contact centers become an increasingly vital part of company operations, the need to monitor the performance of individual agents and queues increases. It is not only the contact center supervisor who is interested in the performance of the contact center. General managers, sales managers and other managers in the organization may be interested in the contact center’s performance and can view its activity from their own desks using Agent Desktop.
Operator Console
Your operator is the first point of contact that a caller has with your organization – leaving a lasting impression of your business. Every receptionist however, faces a unique set of communications challenges. They are expected to efficiently handle large volumes of calls that range from time-consuming routine inquiries through to urgent high value transactions.
ZCC provides your operators with superior call handling abilities. Give them detailed information about callers and the staff they are trying to get hold of. Your operators will be able to manage all calls in a personalized and professional manner. Every caller’s impression of your organization will be a positive one.
ZCC Operator Console FactSheet
CT Control
CT Control is the core component of every Zeacom Communications Center (ZCC) solution - the toolkit that managers use to increase revenues, decrease costs and boost customer satisfaction. CT Control manages the queuing and delivery of all phone, email, fax, web chat and web callback interactions coming into the contact center. With labor being the single biggest cost component in any contact center, maximizing the efficiency of your agents is a top priority.
CT Control increases the rate of ‘first call resolution’ – minimizing call handling and agent talk time. Service levels are enhanced by delivering calls to the most appropriate agent based on;
- Duration of wait time
- Time of day and day of week
- Calling Line ID (CLI)
- Data entered by the caller
- Skill sets of available agents
- Priority of call or caller
- Last called agent
- Media type
Custom Announce
Custom Announce is a sophisticated announcement module that has been proven to significantly reduce abandonment rates in contact center environments. Abandoned calls often equate to lost business and contact centers that replay the same announcements over and over to waiting callers are very likely to annoy them, often to the point that the customer hangs up.
With Custom Announce, managers can create customized announcements on a per queue basis – ensuring that announcements are relevant to the callers. Callers can be presented with constantly changing information relating to their position in queue, new products, promotions, business hours, locations, contact details and so on.
Custom Announce also includes Audio text and Auto Attendant functionality which give callers the ability to access information and direct their calls without requiring the assistance of an agent. Audio text plays pre-recorded responses to frequently asked questions, freeing up your agents to handle more complex queries. An Auto Attendant can significantly improve agent efficiency and customer satisfaction by directing callers to the right area of the organization, without requiring them to wait for operator assistance.
The Caller Query feature allows the system to ask callers for their PIN or Customer Number and redirect them, based on the information entered, to a more appropriate queue or increase their priority in the queue. When the call is delivered, any information entered by the caller is presented to the agent, reducing talk time and enhancing customer service levels.
Customer Service Automation
Give your customers self-service over the phone and you'll reduce the workloads in the contact center. Your agents won't need to deal with repetitive, mundane customer service calls any more. Instead, they can focus on those important conversations where they can add value or make sales.
Our Customer Service Automation solutions will link your business processes into your telephone system, network infrastructure, databases and applications. We will introduce smart technologies into your communication system so that your callers, for example, can hear information or place orders over the phone. They will interact with a voice response system that uses speech recognition or lets them press their touch-tone buttons.
You’ll reduce contact center costs, as you no longer need extra agents to deal with standard customer requests. You’ll also improve customer satisfaction as callers take care of business themselves. Less customers will decide to go elsewhere as you reduce waiting times and abandonment rates. As service levels improve, your revenues should increase.
ZCC Process Automation FactSheet
ZCC Customer Service Automation FactSheet
Screenpops
Your business will save time, every time a customer or supplier calls, if screenpops provide your customer service staff with crucial contact and account details on their desktop screen. You can at least shave 15 seconds off each call coming into the business. With 2000 calls per day coming in to the contact center, this would translates into minimum of 8 working hours saved each day. You can cut costs or one of your staff members could start full-time work on sales activities.
Screenpops can help generate more revenues in several ways. Have your screenpops designed so that they display sales campaign information, and your agents can easily upsell to callers using special pricing information, promotional offers or other service offerings. In addition, you’ll avoid time-wasting and double-handling. If, for example, screenpops are drawn from the customer database, the sales agent will know straight away when customers phone in whether they are overdue with their accounts, and by how much.
Enhanced Routing
Zeacom's Process Automation Group can easily create a smart Enhanced Routing solution for your organization, to set the rules that route incoming calls straight to the right person. Customer satisfaction will improve as callers waste less time explaining themselves to the wrong person. Your staff will save time and be more productive, as they avoid double-handling and process more calls. You will increase revenues by prioritizing the 20% of your customer base that brings in 80% of your revenues. And it's simply a matter of linking your ZCC solution into your your database or CRM system.
Multimedia Queuing
Customers want the freedom to use a wide range of media to communicate with your contact center. Multimedia Queuing gives your staff the ability to efficiently manage all contacts from their desktop screen. You will provide outstanding customer service across all media – whether it’s over the phone, by fax, email, web chat or SMS.
Let your agents treat all customers with the right level of priority and attention, and give them the power to speed up response times. You will reduce abandonment rates and you’ll retain those valuable customers who prefer placing orders by using multiple media.
ZCC Multimedia Queuing FactSheet
Email Queuing Exchange / Desktop SMTP
Email Queuing allows your contact center to treat emails the same way as they treat phone calls.
Your agents are delivered emails only as they are ready to deal with them. Agents who are logged out, on a Break, or already dealing with calls , are not delivered emails until they become available. Once the email is delivered, if the agent takes too long to open the email, the Zeacom software pulls it back and puts it back into the queue mailbox. This equates to phone calls being pulled back when phone agents do not answer, and being returned to the queue. In this way, emails are never allowed to disappear in agents’ overfull inboxes. Once an agent answers the email, the email will not be pulled back from them.
Your agents can be configured to handle as many concurrent queue emails as suits your situation. You can require Wrapup information to be entered (via Agent Desktop) upon the deletion of the email; this information can be reported on. All emails in these ‘queues’ are displayed in Agent Desktop as calls in a queue. Email Queuing ‘calls’ are displayed in exactly the same format as queued phone calls and other media in Agent Desktop. All replies to your customer will appear to come from the same Queue mailbox that your customer originally sent their email to. In this way, your agents’ personal email address is never sent out your customers unless you choose to include it in the body of the reply email.
Zeacom offers two options for Email Queuing;
- Exchange (via Microsoft Outlook)
- Desktop SMTP (inside Agent Desktop)
Web Chat Queuing
Web Chat allows online customers to request live interaction with your contact center agents by establishing a one-to-one text conversation. As a fully integrated module of Zeacom Communications Center, Web Chat applies all the skills based routing and queuing parameters of Zeacom Communications Center to your web-based customer interactions. This means you can direct customer chat requests to specific individuals or departments that are best equipped to respond to them.
Web Chat is also fully integrated into Zeacom Communications Center’s comprehensive reporting package, ensuring that contact centre managers have a complete picture of all customer contact, regardless of the medium used. Web Chat requires the agent to be running Agent Desktop in order to log in and take delivery of Chat calls. Did you ever think it would be great if your contact center agents could ‘show’ a customer exactly which web site or website page they are referring to in a conversation with a customer? With Web Chat, agents have the ability to ‘push’ a URL directly to online customers, providing a significantly higher level of customer service.
Web Chat is a great way to make your website more interactive by encouraging customers to contact you with a click of the mouse. With Web Chat, your contact center can provide superior customer service and human-enable your website to generate more revenue.
Web Callback Queuing
Web Callback allows visitors to your website to click on an icon to request that an agent call them. Users of Web Callback can not only initiate callback requests, they can also view the progress of their request or delete it. Web Callback allows you to differentiate your company’s contact center from your competitors’ by offering customers choices about how they do business with you.
While some customers may be content to wait on a phone line, many are not. Web Callback invites visitors to your website to leave a message, safe in the knowledge that their query will be dealt with in timely fashion. They will then be contacted by the first available agent as quickly as if they had made a phone call and waited to speak with an agent. Web Callbacks can be placed at any hour of the day or night. If the contact center is closed when the callback is requested, the Web Callback is presented to an agent immediately one logs in, when the center reopens.
The delivery of Web Callbacks is totally automated, ensuring that these customer contacts are not lost or left waiting indefinitely. All the features and benefits of CT Control, including skills-based routing and intelligent call delivery, are integrated into the Web Callback module. The module also includes comprehensive reporting and administration functionality.
Callback
Callback adds a whole new dimension to the way in which calls can be handled. Never again will your customers have to wait in a queue. In the past, callers had no option but to wait on hold for service from an agent, or abandon the queue by hanging up. The disadvantages of this scenario are obvious. The caller becomes frustrated waiting, and the contact center can incur substantial telecommunications costs as they pay for their callers to listen to music while they wait on hold.
Callback offers customers choices. While some callers may be content to wait in line, many are not. Callback invites callers to enter their number (if Calling Line Identification is not available), leave a message (who they are and the purpose of their call), and hang up, safe in the knowledge that they will not lose their position in the queue.
Once the Callback has been placed, it advances in the queue as if the caller was still on the line, when the Callback reaches the front of the queue it is delivered to an agent,
- The agent is presented with details of the caller.
- The message the caller left at the time of requesting the Callback is played back to the agent, and that call’s 'history' is presented to the agent.
- The agent can then choose either to replay the message, or to dial the number. When they click the Dial button, the system automatically dials the caller’s number.
The Callback is treated as if the caller is still in the queue, so that agents can see the total number of calls waiting as well as the total number of Callbacks in the queue. Callback is flexible and configurable by queue. Contact center managers can schedule Callback, turn it on and off as they choose, or activate it only when a predetermined threshold is reached.
Callback can also act as an answer phone after hours. As soon as the agents log on in the morning, the calls are immediately presented to the agent for service. This call delivery function is automated. No mailbox needs to be cleared and calls don’t have to be requested. Callback functionality is revolutionizing queuing principles and customer service, as callers realize they do not need to wait in a queue to talk to an agent.
Fax Queuing
Faxing is not a thing of the past. People’s familiarity with faxing and an ever increasing regulatory environment means that faxing continues to be a critical organizational requirement. Many companies still rely on the paper trail of signatures and use faxes as the preferred order-taking medium.
Fax Queuing improves the access, control and security of fax communication. Customers send signed orders and other important documents directly to your contact center. As a fully integrated module of Zeacom Communications Center (ZCC), Fax Queuing applies all the skills-based routing and queuing parameters of ZCC to your customers’ faxes. You can direct faxes to specific individuals or departments that are best equipped to respond to them.
Fax Queuing is also fully integrated into ZCC’s comprehensive reporting package. Contact center managers have a complete picture of all customer contacts, incorporating all media. Fax Queuing requires Agent Desktop in order to log in and take delivery of faxes on the desktop PC. You no longer need to wait at the fax machine for faxes to arrive, or miss them because they’ve got caught up in a pile of print-outs for somebody else. With Fax Queuing you can view and/or print the fax at your own discretion, at the best time for you and the contact center.
Outdial Queuing
Contact center solutions have typically been used to address the needs of contact centers focused on inbound calls. Now, increasingly, contact centers wishing to gain a competitive business advantage are looking at new ways to contribute incremental revenue to their organization, while proactively managing customer relations – moving away from a cost center towards a profit center.
Typical business drivers for adding outbound functionality to a contact center can include;
- Proactive management of customer contact and service issues
- Revenue opportunities to up-sell/cross-sell existing customers
- Migration of the contact center from a cost center to a profit center
- Maximization of agent productivity during off-peak periods
- Monitoring of customer satisfaction.
Activity Automation
Every organization depends on a range of processes to keep business moving along. You can reduce errors, avoid delays and remove bottlenecks by implementing a Zeacom Activity Automation solution. You will speed up workflows and maximize staff productivity when you automate specific communication activities and business interactions. Our Activity Automation solution will enable your organization to operate more efficiently, as business processes are taken care of on time and according to pre-set criteria.
Let Zeacom’s Process Automation Group analyze your organization’s process flows, to design a solution that meets your specific needs. Customer satisfaction will improve as your organization minimizes latency and improves the outcomes of your processes. Ultimately you will bring down operational expenses and improve customer service. Earning a solid return on your investment is swift, as your organization makes efficiency and productivity gains.
ZCC Activity Automation FactSheet
Reporting and Administration
In today's fast paced world, information is power. Without meaningful and easily analyzed data, contact center managers cannot accurately measure the performance of their operations and IT/Communications Managers cannot monitor the effectiveness of their communications infrastructure.
Having the information to make the right management decisions at the right time can make a positive impact on customer satisfaction and ultimately on your organization’s bottom line. ZCC’s on-board database collects ‘cradle-to-grave’ statistics on every facet of every contact, whether it was by phone, email, fax, web chat or web callback. In contrast to many other reporting packages, ZCC allows you to report on all contact types within your contact center and enterprise wide from the one platform. Over 200 reports and graphs are provided.
Reports are divided into the following main categories;
- Detailed Reports: Overviews information on a short-term basis (i.e. daily)
- Historical Reports: Reviews information on a long-term basis (i.e. monthly or weekly)
- Voice Messaging Reports: Reviews voice messaging and mailbox use information
- Operator Reports: Reviews operator calls and Console use information
- Fax Reports: Overviews information about inbound and outbound fax usage
- Personal Reports: You can set up your own Personal reports section for commonly used reports. Batch and scheduled reporting options are also available.
Setting up and a managing your contact center or unified communications environment has never been easier. Every aspect of your ZCC solution can be altered from your desktop with a click of the mouse. ZCC simplifies administration tasks by providing administrators with wizards, add/edit screens, default settings and a graphical user interface (GUI) to set up agents, queues, patterns and other system parameters.
Online Help and built-in Tutorials give administrators (and users) immediate access to relevant, step-by-step information as they need it.And the Copy Manager saves time by allowing administrators to duplicate the properties of one system setting (i.e. a queue or class) when creating a new one. Multi-editing facilities save even more time by allowing the system administrator to access groups of entries simultaneously. Integrated live updates mean that any changes made will take effect immediately. A full audit trail tracks all changes to the Administrator settings and the three-tier client server architecture supports remote administration while maintaining data integrity.
Record and Evaluate
Evaluate and perfect your CSRs’ skills so that every call is efficient, targeted and well-handled.
The way your CSRs handle customer calls can either make or break your business so managing quality in the call center has to be considered a top priority. The challenge is to ensure exceptional customer service for those interacting with your CSR, while optimizing the use of your CSRs’ time and opportunity.
Zeacom’s Record & Evaluate helps you;
- Enhance customer experience
- Measure and improve CSR performance
- Improve first call resolution
- Lower the number of escalated calls
- Improve call control
- Leverage sales opportunity
- Manage risk and address compliance
Record: Whether recording conversations for compliance requirements or to measure service levels, Zeacom Record offers an integrated solution to verify verbal transactions, resolve disputes and improve the customer experience.
Zeacom Communications Center Record is a smart Windows-based telephone-recording tool. It is available in ‘all calls’ recording and selective/on demand recording configurations. Recordings are saved to the hard drive as portable .wav files, to enable smart multimedia possibilities. Recordings are easy to search for and retrieve and even forward if required. Archive all recordings, or selective recordings, by CSR or enterprise extension.
Evaluate: Whatever your industry, your staff will benefit from employing a conversation evaluation tool. Sales calls, support calls, customer follow-ups, planning discussions and phone orders can all be enhanced by examination and constructive dissection. Build evaluation criteria from Zeacom Evaluate’s customized templates, or simply choose from a database of over 350 industry-standard predefined behaviours. Zeacom Communications Center Evaluate works with Record or other recording packages, or can be applied to live, monitored calls.
Record & Evaluate are seamlessly integrated. There is no need to import recordings as evaluation tools are available directly from the recording application.
