Ventana Research Analyst Perspectives

Zeacom Announces Full Support for Microsoft Lync

Posted by Richard Snow on Feb 10, 2012 2:02:37 PM

A few months ago, evaluated Zeacom CommunicationsCenter (ZCC), which provides a multichannel contact center that is integrated closely with business process automation. This allows organizations to build a contact center tied to their interaction-handling processes and deliver any form of interaction to the person most qualified to handle it. At the time of my review, the product ran alongside products from the likes of Avaya, Cisco and NEC, and was resold and supported by the partner networks of these suppliers. There was also a beta test under way that supported integration with Microsoft Lync, which provides an alternative to using PBX products from these vendors.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Zeacom

Zeacom Simplifies Multichannel Interaction Management

Posted by Richard Snow on Nov 8, 2011 11:27:11 PM

For years building a call center was technically challenging as it typically involved integrating proprietary products from multiple vendors. Although more vendors now offer integrated solutions, even these can difficult to administer and use because of variable user interfaces and gaps in the integration. These challenges become harder as companies expand their contact centers to support multiple communication channels and agents of several kinds dispersed over multiple locations.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Zeacom