Industry Leader Broadens Offerings Through Integration with Expansive Enghouse Interactive Products
Orlando (March 18, 2013) BOOTH #624 — Today from Enterprise Connect®, Zeacom showcased its award-winning suite of multi-channel contact center and business process automation solutions.
Following its acquisition in 2012 by Enghouse Systems, the company reports that it has broadened the range of offerings it now provides to enterprises worldwide from its integration into the broader Enghouse Interactive portfolio. Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction, and develops the world’s most comprehensive portfolio of interaction management solutions, spanning unified communications, contact center and self-service.
Zeacom Director of Product Marketing and Management, John Cray, noted that, “Our focus over the past year has been to both measure and enrich the quality of essential contact center communications through advancements such as enhanced graphical analytics that deliver highly visual views of key metrics. As part of the Enghouse Interactive team, we are now able to deliver significant benefits to users that impact their ability to provide an exceptional customer experience.”
Key improvements of note include:
- Offering of a combined solution, including Zeacom and the Enghouse Interactive Quality Management Suite, formerly CallRex, to provide advanced call recording and computer recording based on Zeacom’s agents and queues. This includes the capability to evaluate and coach agents to improve overall customer communications.
- New charts and graphs in Zeacom’s suite of analytics products, including flexible charting for real-time analytics (Snapshot) and a number of new reports to measure customer satisfaction (Post-Call Survey).
- New options and enhancements for operator console products on Microsoft Lync, Cisco, and Avaya, enabling streamlined auto-attendant and operator attendant services for those platforms and communication environments.
More at www.zeacom.com