Canyon Telecom | Solutions | Contact Center Solutions

Contact Center Solutions

UCB CONTACT CENTER

Change Your Call Center into a Unified Contact Center

A 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 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.

Answer More Calls with Less Staff - Reduce Operational Costs

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.

Give Your Customers Self-Service Options

Zeacom delivers automated solutions that empower your customers. They can use, for example, an interactive voice response (IVR) system to request their account balance, order a parcel pickup, or do a credit card transaction. The system then searches the appropriate internal databases and automatically responds to the caller with the information requested, using recorded prompts or text-to-speech functionality.

Quickly view an example of a typical Zeacom IVR system that, combined with speech recognition, can take care of up to 30% of your standard incoming calls. You can achieve some impressive results, such as a 30% decrease in call abandonment rates and costs per call, and a 30% increase in first-call resolution.

Your IVR solution can be set up for inbound as well as outbound calling - to issue notifications, alerts or reminders. You simply set the parameters and the calling is initiated when certain conditions arise. Some banks, for example, use automatic Outdial systems to notify customers when their balance is overdue.

Another great self-service example is Callback. If your customers don't want to wait in the calling queue, they can request to be called back by one of your CSRs. They will keep their position in the queue. The agent is presented with the customer's message as well as the outdial call.

Here's How Your Business Benefits

Organizations can gain a number of significant benefits from the introduction of an IVR system.

Improve customer satisfaction levels – Make it quick and easy for your callers to do business with you.
Employ fewer agents - As callers automatically access information, there is no need to interact with an agent. Fewer agents results in lower staff costs – your single biggest contact center expense.
Improve agent productivity – Free up your agents. Let them handle those customer calls that require personal assistance or that will earn extra revenues for the business.
Extended hours of operation – Always be available for your customers, no matter when they contact you. Open your contact center 24 by 7, without an increase in staff numbers, work hours or operating costs.
Better management reports – Get easy access to reports on statistics and operating parameters through an integrated web-based reporting package. Measure progress and improve efficiency.
Lower network costs – Reduce the numbers of callers waiting in a queue for a live agent. Lower caller waiting times result in lower 1-800 costs.
Lower capital investment – Configure your Automation solution to share Server and Voice Port resources with the ZCC application, so there is no need for additional hardware.

Customize Your Solution

Integration with Speech Recognition technology – We can fully integrate your solution with the Nuance Open Speech Recognizer. Your IVR will intelligently recognize phrases and commands voiced by callers.
Integration with Text-To-Speech technology – We convert data from external sources into speech and play it to the caller. We can voice, for example, names from a database. Integrate your IVR system with Nuance Realspeak, Microsoft and Rhetorical text-to-speech engines, or any SAPI compliant engines.
Multilingual Support – Our IVR systems can automatically identify which languages to play, as selected by the caller or based on the in-dial number.
Integration with fax and email applications – Callers can request to receive complex information in a fax or email format, by instructing the system to do so.
Dynamic call flow control - Provide the right information in the shortest possible time. The logical sequence of call flows can be adapted using criteria like time of day, CLI (Calling Line Identification), the mode of the queue, or an auto attendant option selected by the caller.
Fully automated call processing – We will customize your solution to your needs, by writing multiple call flows in VB script language.
Windows Graphical User Interface (GUI) – Administrators can record or re-record voice prompts used within the call flow, using the ZCC Administrator application.
Ability to leave messages – Callers can leave a message within the call flow and then continue with their request for information. The recorded message can be accessed later by an agent for action. You can use this feature to collect information that can’t be entered from the telephone keypad, like a change of address.

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.

Supervisor Features

The many features of Agent Desktop include:

Facility to log on/off across all media types, put an agent on a Break, and assign Worktime after each call.
Real time graphical indication of the status of each agent and each queue.
Real time graphical indication of how many calls each agent is currently attending to (per media).
Full supervisor functions, including the ability to change parameters easily.
View status of an agent’s extensions e.g. inbound queue call, outbound call.
Real time statistics on a per agent basis via a tool tip.
Occupancy percentage for each agent.
Current service levels achieved (per media).
Change the queue mode, e.g., for unattended or after hours answering.
Create different Break types by agent.
Alert agents and supervisors when there are no agents logged in, calls waiting too long or too many calls in the queue.
Supervisors can easily make themselves available to take delivery of specific media.
Calls can be delivered to certain agents/supervisors on an “On Demand” basis only (calls are delivered when the Demand button is clicked).
Supervisors can monitor (listen to) an agent’s phone call and then intrude if necessary. This feature is governed by security.

Supervisor Benefits

Organizations can gain a number of significant benefits from the introduction of Zeacom’s Agent Desktop application:

The ability to view all media types in one environment.
Agent Desktop is easily networked, giving all staff access and encouraging team members to be more pro-active in handling calls.
As screenpops can be customized to behave exactly how the Agent wishes, customer service is improved by having all the caller’s details at the Agent’s disposal as calls are answered.
The cost per seat is reduced as Agents can use analog phones, as Agent Desktop provides an advanced GUI interface.
Supervisors can see what is happening as it occurs and can react immediately, managing their Agents more effectively across all media types.
Supervisors are able to log Agents in/out or put them on a Break from their PC.
Live Agent Occupancy percentages assist supervisors to manage their agent’s time more easily resulting in less burn out.
The ability to change the mode of the queue from Agent Desktop means that contact center managers can react to a situation immediately e.g. put a queue into emergency mode.
Performance standards for Queues and Agents can be set and assessed on an ongoing basis and across all media types. This saves hours in management analysis and is probably the most important tool in the system for a company to correctly view the contact center operation and to estimate future growth patterns.
Demand delivery allows Supervisors and managers to provide support to the contact center when they feel it is necessary, without having calls automatically delivered to them like Agents.
The ability for an agent to request Alert assistance means high load contact centers are able to maximize the use of roaming Supervisors and potentially increases Agent availability as Agents do not need to leave their desks (and therefore take Breaks) to request assistance.

Agent Features

With the power of Desktop’s toolbar at their fingertips, agents can effectively manage incoming calls and multimedia requests from their PC terminal. The key features of Agent Desktop for individual agents include:

Phone functionality such as make call, hang-up, transfer, conference, hold, park and forward via an easy to use toolbar.
Informative screenpop information such as CLID, queue name, wait time and caller’s name presented to the Agent when the call is delivered (on a per media basis), including the ability to screenpop Microsoft Outlook Contacts.
Multi line capabilities that allow the viewing and handling of concurrent phone calls.
The ability to handle concurrent multimedia contacts.
Desk-to-Desk Chat that enables internal users to communicate via text messaging Desktop-to-Desktop. Users can save a Chat call transcript so they may re-access it later.
Self paced online tutorials from either Startup of the application or from Online Help.
Make, take and transfer calls using global or personal dialing directory.
Agents can view their own performance statistics.
Ability to ask for after call 'Worktime' or take a Break from the queue.
Code the call type e.g. 'Wrapup codes'.
Agents can put himself or herself in Alert Status if they need assistance.
Agents can record a conversation between themselves and another party. The recorded conversation shows as a message within a mailbox.
Establish and Wrapup Callback type calls.
Agents can work from any extension or work desk by logging in with their unique Agent ID.
Last Called Agent information is displayed to agents when calls are delivered. Additionally CT Control can attempt to deliver the call to the last Agent who dealt with the caller.

Agent Benefits

Chat is an excellent medium to exchange complicated information quickly and in real time and for coaching i.e. a supervisor can monitor an agent’s call and send coaching texts to that agent’s Desktop at the same time.
Agents can see who they are dealing with and don’t have to constantly write down names, phone numbers and email addresses resulting in reduction in talk times as Agents no longer have to ask for customer details on every call.
The ability for an agent to view their own statistics makes them more likely to self manage and become goal oriented.
Agents won’t log out or take a break if there are calls, emails or web requests waiting.
Agents can log into CT Control from any PC that has Agent Desktop loaded.
The Break option shows other Agents in the contact center why the Agent is not logged in.
The phone book directories provide easier access to frequently called numbers and email addresses both internal and external.
Wrapup codes automatically screenpop on the Agent's desktop for completion after each call. This means the Agents do not have to remember to do this manually.
Viewing the current queue status will allow all in the contact center to react immediately.
Ability to view all contact media types in one application.
The ability to log in from any PC means that agents do not always have to sit at the same desk, reports are detailed by individual agents and. This is also very useful for contact centers with different shift times.
Automatically offering Online Tutorials at startup raises the awareness that tutorials are available for users so they become more comfortable with features and functions.
The ability to be available by selected media offers flexibility and the ability to respond quickly to unexpected call loads.
Last Called Agent increases customer service levels by delivering the caller to the Agent who last spoke to them, effectively reducing call handling times and increasing call center efficiency. Agents are able to make more informed decisions about how to handle the caller, resulting in greater customer satisfaction.
Multi line functionality allows Agents to view and manage more than one phone line while ensuring Agents are presented with the information required to answer calls in a customer focused, professional manner.

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.

Custom Announce Features

A virtually unlimited number of different announcements on a per queue basis are available.
Queue announcements can vary based on the time of day/day of week and can be automatically scheduled or activated manually.
Voice or text announcements (depending on the medium) can be configured for Phone, Email, Web Chat and Web Callbacks.
Callers do not hear ringing between announcements.
Callers can be forced to listen to an announcement before the call is considered for delivery to an agent.
Calls can be delivered the instant an agent is free, cutting through a lengthy announcement – or else only calls not being played announcements can be available for delivery; the choice is yours.
Callers can be provided with information on their current position in queue or the estimated time (calculated by the system) to answer.
A fully multi-level Auto Attendant is available, with varying options depending on the Calling Line ID (CLI), customer number and status, queue name, time of day and day of week.
Audio text functionality provides callers with answers to commonly asked questions.
Callers can be redirected to another queue, given a higher priority or delivered to a specific agent based on Caller Query results.
Callers can be offered the option of leaving the current queue for another destination such as the operator, or another queue.
Announce Groups allow supervisors to create sets of progress announcements that can be unique, or else shared among multiple queues.
Text fields are attached to each announcement, allowing on the spot scripting of each recording.
Reporting is available on Announce Usage, Announce Exceptions and Auto Attendant Options selected by callers.
Administrators have a real-time view of the status of the system announcement ports.
Multilingual capabilities are available on a per queue basis for Auto Attendants, Progress Announcements, Queries and Callback.
The Administrator application makes it simple to configure Custom Announce features and functionality.
Context sensitive and keyword search Online Help is available for every field and option in Administrator.

Custom Announce Benefits

Custom Announce delivers the following benefits:

Ensure that the messages and options given to callers are relevant and encourage them to stay on the line.
Maintain a consistently high level of service by controlling and standardizing announcements across multiple media types.
Caller abandonment rates are reduced by keeping customers informed of their queue position and/or the estimated time to answer.
An intuitive administration interface makes it simple to configure announcements, auto attendants and other Announce features without requiring specialist expertise.
Pre-set schedules automatically change announcements through the day, saving managers’ time and eliminating the potential for error.
Managers have the ability to override Scheduled announcements, allowing them to immediately adjust announcements to address service-affecting situations.
Displaying Caller Query data to agents assists them to offer a more personalized service and reduces talk time on each call.
Callers can be routed to the most appropriate agent to handle their request, streamlining call handling time and improving customer service.
Using an Auto Attendant can lower telecommunications costs and customer confusion by reducing the number of inbound phone numbers required to handle calls to different queues.
Prompting callers to have specific information ready before their call is answered reduces agent talk time and improves first-time call resolution rates.
Audio text provides callers with immediate access to the information they need, without keeping them waiting in the queue or utilizing valuable agent time.
Multilingual capabilities ensure that callers’ language preferences are catered for in a simple and intuitive manner.
Administration of multilingual systems is simplified as there is no need to create unique queues for each language. A specific language is played based on the number dialed.
Announce Reports and Port Status Viewer keep administrators and managers informed on how the system’s announcement ports are being used, both historically and in real-time.
Text fields containing announcement scripts make it easy to identify what is contained in each announcement rather than having to listen to the recordings.

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.

Callback

Callback allows administrators and agents complete flexibility and visibility of configuration and operation:

Callers can be offered Callback during the queue progress announcements.
The call retains its place in the queue and is automatically delivered to the first available agent.
The caller’s message is automatically played to the agent.
The agent is presented with a screenpop with caller information.
Ability to run report on all Callback calls.
Callback can be used to capture calls outside the contact center operating hours.
Callbacks that are unsuccessful can be automatically rescheduled for delivery.
Up to 256 Callbacks can be left in the system at any one time.
Wrapup codes are available specifically for Callback calls.
Ability to delete Callbacks that have repeatedly failed e.g., the Callback has been attempted multiple times with no success.

Benefits of Callback

While callers can feel completely confident about leaving their Callback request, Contact Center management and agents are also able to utilize Callback to optimize traffic peaks and staffing lows.

Being called back by an agent is more convenient for the caller as they can do other things instead of just waiting on the line.
Callback dramatically reduces the number of abandoned calls as the caller has a choice to leave a Callback request, rather than just hanging up.
Utilizing Callback for after hours service ensures that more calls are captured, which results in higher contact center productivity.
Contact center telecommunications costs are dramatically reduced as callers are not physically waiting in the queue and incurring costs.
Callback can be utilized on an as-needed basis, to support agents and ensure as many calls are answered as possible, resulting in higher productivity and greater profit.
All the information is presented to the agent, and the system automatically makes the call – simple and easy for the agents to use.
Ability to provide the caller with options rather than just waiting on hold.
Managing high traffic periods when wait times become extended thereby reducing abandonment rates.

Email Queuing Exchange

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)

Features of Email Queuing Exchange

Email Queuing works in combination with CT Control and Agent Desktop to provide a tightly integrated email management tool.

All the functionality of ZCC such as skills-based routing, reports, operating modes, etc. is available in Email Queuing.
Once each email is delivered, agents read the email in their Microsoft Outlook application, while details are also displayed in Agent Desktop.
Wrapup can be performed via Desktop, as per telephone queuing.
When agents reply to emails from the queue, the agent’s personal email address is automatically masked and replaced with the contact center queue email address.
Agents’ replies to queue emails are included in the contact center model, and are tracked and reported in the same way as inbound emails.
Based on Security permissions, agents can use Demand to request immediate delivery of any email/s in the queue, or request a specific email, even when they would not normally receive them.
Queued emails are easily identified in the agent’s email viewer by their distinctive Q icon.
Within Outlook, agents have a Queuing toolbar that mirrors the functionality available via the telephone. Agents can Answer, Transfer, Hold, Park and Hangup email “calls” combining the familiarity of the telephone metaphor with the functionality of Outlook. The state of each email is represented by the customized Email Queuing (Exchange) icon.
Email “calls” are reported the same way as telephone calls, showing the time an email waited for answer, the time spent handling a specific email, and the time it was completed.
Queue emails can be transferred to another agent, and these transactions are also reported.
To indicate completion of a queued email (so as to display the Wrapup window) an agent simply hangs up, deletes it, or archives it outside their personal mailbox. The choice is down to the preferred management practices of each contact center or individual.
See how many queued emails are waiting for delivery and their Sender ID, as well as the time that the longest email has been waiting using Agent Desktop.
Supervisors can view agent status: number of agents logged in, on a Break etc., and agents with unopened queued emails using Agent Desktop.
Auto logout (per media type: Email, Fax, Web Callback, Web Chat, Voice) ensures that a delivered email remaining unopened after waiting longer than the acceptable wait time returns to the queue to be re-delivered to the next available agent.
The original agent is automatically logged out, or placed on a Break or Worktime, as pre-specified by the administrator.
Blending with all media types, agents can be set up as dedicated email-only agents, or handle a wide variety of blended media types.
Configurable settings allow contact center managers to determine delivery rules for agents e.g., handle one contact at a time, or one email and one phone call etc.
Businesses may choose to use their own customized email forms, for example allowing their own customers to send a standard form which will remain unaffected by the queuing process.
Client side installation (e.g., for the Email Queuing (Exchange) toolbar) can be handled remotely by an automatically generated email from the central administrator.
New Agents and Queues can be dynamically added in ZCC Administrator without having to restart any applications.
Hard-to-spot configuration errors, for example incorrect or miss-spelled Email Addresses etc., are reported back to the Administrator immediately.
Emails can now be automatically archived to the data server or to the local or off-site email address specified, and viewed by the new Media Viewer, accessible via the ZCC Reports application.
Email Queuing is included in Zeacom’s comprehensive Online Help for both Agent Desktop and ZCC Administrator. A Desktop Online Tutorial assists agents understand the functionality and operation of the module.
Like all of Zeacom’s core modules, Email Queuing is controlled by a full set of Security permissions and restrictions set by the central administrator.

Benefits of Email Queuing Exchange

Managers and agents have an effective tool to expand their contact center communications.

Delivery and blending options allow managers to customize how emails are delivered to best meet their particular environment.
Queuing of emails with automatic delivery to the next available agent improves response times.
The effectiveness of the queue is maintained, as workload is evenly distributed throughout the contact center.
Skills-based routing ensures that emails are directed to the agent best able to handle them, in the same way that calls are. This improves customer service and lowers call-handling times.
Centralizing email management helps to set a consistently high level of response and customer service.
Email Queuing is easy to use for both customer and agents, saving the time and expense associated with training.
Customer service levels and sales revenues can be dramatically improved by offering online customers the ability to contact a representative directly.
Zeacom provides a single, fully integrated solution for telephone, fax, email and web based contacts.
Email traffic can be reported on for contact center performance analysis. This allows supervisors and managers to apply standard contact center analysis to this media type.

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.

Business Drivers

Maximize the sale opportunities achieved from the e-commerce side of your business by giving potential customers a simple way to interact with your contact center from your website.
Reduce website abandonment rates, by providing web users with real time access to a contact center agent to assist.
Centralize the management of all forms of customer interaction within a single environment.
Improve efficiency and productivity of your contact center by applying skills based routing to all communications.
Centralized reporting on all contact methods gives managers the tools they need to maximize contact center productivity.

Web Chat Queuing

Web Chat provides the following functionality:

Allow callers to communicate in real-time with contact center agents via a text chat session.
Single administration interface for setting up agents for dedicated or blended delivery.
A ‘Chat’ button on your website provides a link to the Web Chat login template; you can also have multiple Chat buttons on different pages, which are linked to different Chat addresses or queues.
‘Request New Chat’ template gives chat users the information they need to establish contact with your contact center such as current local time, operating hours in local time and status of your contact center (open/closed).
Web users can request a chat using their email as their identifier.
Web users can enter their name or nickname so that the contact center agent can greet them in the correct way.
All the functionality of Zeacom Communications Center such as skills-based routing, reports operating modes etc are available in Web Chat.
Zeacom provides the backend Web Chat information fields required for a customer to build their front end web page or a third party web designer can be used to design the web front end to the customer’s requirements.
Zeacom provides a standard website template that can be used by customers as is.

Web Chat Queuing Benefits

Web Chat offers some unique benefits:

Web Chat gives the customer the option of making contact via a text chat session which has become a preferred mode of communication for many.
Web Chat is easy to use for both the customer and for agents, saving the time and expense associated with training.
Customer service levels and web based sales revenues can be dramatically improved by offering online chat sessions to support web content on your site.
Skills-based routing ensures that web chats are directed to the agent best able to handle them, in the same way that calls are. This improves customer service and reduces handling time.
The module includes powerful reporting tools, bringing the monitoring of web chat contacts into the realm of contact centers.
Zeacom provides a single, fully integrated solution for telephone and web based contacts.

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.

Some contact centers have struggled to seamlessly integrate outbound call functionality into their existing infrastructure. They have had to rely on manual processes or else have attempted to integrate 3rd party applications into their existing inbound contact center environment.

Zeacom’s Outdial Queuing module has been specifically designed to address these issues. Outdial Queuing extends the functionality of Zeacom’s standard queuing application and covers the requirements of outbound dialing in an integrated solution. Agents can be set up to work in dedicated outbound queues or, by sharing agent resources between inbound and outbound call activity, contact center managers can optimize agent productivity in periods of low inbound traffic by automatically introducing outbound calls to the agents, a procedure known as “call blending”.

CT Control is Zeacom’s base server module which is used to connect all other modules and control PBX traffic. It processes all agent availability requests and is responsible for performing intelligent call delivery using skills-based routing to agents. When agents are logged in as “inbound/outbound” blended agents, CT Control intelligently routes calls to them so that all inbound calls take precedence over outbound calls. This ensures that the contact center’s service level is not compromised as a result of outbound campaigns.

Outbound campaigns can be set up using either Power Dial or Preview Dial modes. The contact center manager, using the administration functions inherent in this module, can set the selected method of delivery on a campaign-by-campaign basis. When the call has been completed, a call resolution template is screenpopped to the agent’s PC desktop via the Agent Desktop application. This must be completed with the appropriate resolution code before the next outbound call can be delivered to the agent.

Managing an outbound campaign is very simple. Using an intuitive administration application, managers can determine:

The date and time when calls for the campaign will start and end.
Which queue the outbound call requests will be channeled to and consequently which agents will handle the calls.
Which customer phone numbers will receive the calls.

Contact center managers can load this information directly into the campaign or import the required contact details and phone numbers from an external database.

With the assistance of Zeacom’s Systems Integration team, contact centers with more complex outbound campaign requirements can further enhance standard Outdial Queuing functionality to include the following:

Advanced data imports from a customer database.
Screenpop integration to a third party application.
Integration to an Interactive Voice Response (IVR).
Advanced call flow scripting.

Outdial Queuing provides contact centers with a more flexible outbound calling campaign tool that balances the needs of your agents and customers within the context of your business objectives.

Custom Reporting

Zeacom's standard reports deliver the majority of metrics that contact centers require on a regular basis, but some contact centers require customization of reporting data to suit their specific business needs. They may need to combine contact center data with their other reporting or business intelligence databases, or they may have multiple contact centers networked together and need to collate aggregate and comparative data. Contact centers can expend significant time and effort exporting and massaging data to produce the necessary reports. Zeacom's Custom Reporting offers a simple means of creating customized periodic and one-time reports using well-known reporting tools, and to integrate this data into existing business data. Custom Reporting compiles centralized report data from one or more servers into a database on a central database server of your choice, such as Microsoft SQL Server or Oracle. Flexible, customized reports can be generated locally or via a web browsers using any report writing software. Alternatively, centralized report data can be integrated into existing customer databases or migrated to other servers. Custom Reporting with replication provides a straightforward way to report on networked contact centers. Custom Reporting can also be used to replicate reporting data to mirror servers or to support web-enabled reporting.

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.

Business Drivers

Organizations generally implement Web Callback for the following reasons:

To ‘web-enable’ their contact center, giving potential customers another way of contacting them.
To maximize the revenue potential of their website by encouraging visitors to contact an agent if they want more information.
Allows them to capture customer contacts outside the contact center’s normal business hours.
Ensures that messages left via the website are queued and automatically delivered to an agent in the same way that phone calls are.
Allows website users to leave their phone number and a message.
Provides agents with details about Web Callbacks.
Allows organizations to report on Web Callbacks.

Features of Web Callback Queuing

Web Callback provides the following features and functions:

Contact Center Managers can control what information they want to obtain from the website visitor by customizing the Web Callback template to meet the organization’s needs.
The Web Callback request is delivered to an agent via Agent Desktop’s screenpop which provides the agent with detailed information.
Screenpopped information includes the date and time the Web Callback was initiated, the contact details of the customer, when the customer would like to be contacted, and the specifics of the customer’s request.
The history of the Web Callback is presented to the agent, informing them how many times an agent has attempted to return the callback and the result (for example, ‘no answer’, ‘busy’).
The agent can receive and return the Web Callback using Desktop.
Web Callbacks which have not been successfully returned by an agent can be re-queued for further attempts at a later date.
Agents can record the outcome of the Web Callback using Wrapup templates.
A detailed history of all Web Callback requests and agents’ responses to those callbacks can be obtained using ZCC Reports.
The initiator of the Web Callback request can view its progress online.
Web Callback buttons can be established on multiple web pages linked to a variety of queues in the contact center (for example, Sales queue, Customer Service queue etc).
The features of CT Control that are applied to telephone calls, such as skills-based routing, resolution codes and Wrapup codes, can also be applied to Web Callbacks.
Zeacom’s Web Callback customers are provided with the back-end information fields they need to build their own front-end web page.
Zeacom can provide a standard front-end web template that can be utilized by the customer or the customer may choose to use a third-party web designer to create a template design that is consistent with the customer’s brand.

Benefits of Web Callback Queuing

Web Callback offers the following benefits:

Potential customers have the option of making first contact with your organization through the Web, which is a mode of communication now favored by many people.
Requesting a Web Callback from an agent is often more convenient for the customer as it allows them to conduct other business rather than waiting in a queue to speak with an agent.
Web Callback is available 24 hours a day, maximizing the number of customer contacts captured by your contact center.
Abandonment from your website can be substantially reduced by offering visitors the ability to request and receive information almost immediately. This is particularly important for e-commerce sites.
The telecommunications costs generated by your contact center can be reduced, as callers are not waiting in a queue on your toll-free lines.
Web Callback is simple for your agents to use, saving on training time and costs.
Customer service levels and revenues associated with web generated sales can be dramatically improved.

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.

Business Drivers

Signatures on faxes are still the only electronic legal tender used by some organizations. Maximize the sale opportunities for your business by giving potential customers a simple way send signed orders through to immediately begin the purchase process.
Give your customers instant contact with agents in your contact center, minimizing misplaced orders and delay frustrations.
Reduce paper confusion and interruptions by providing your contact center agents with the ability to view faxes on screen.
By instantly responding to the inbound fax request, your agents can maintain a fluid process that is easily tracked as required.
Centralize the management of all forms of customer interaction within a single environment.
Improve efficiency and productivity of your contact center by applying skills-based routing to all communications.
Centralized reporting on all contact methods gives managers the tools they need to maximize contact center productivity.

Features of Fax Queuing

Fax Queuing provides the following functionality:

All the functionality of ZCC such as skills-based routing, reports, operating modes, etc. are available in Fax Queuing.
Agents can reply to faxes they receive from fax queues via Desktop.
Queue and agent data can be reported on via the Queue Fax Report.
Queue and agent data can be reported on via the Queue Fax Report.
A central repository of custom fax reply templates can be created using the Template Editor Tool.
Single administration interface for setting up agents for dedicated or blended delivery.
Supervisors can view both details about and content of previously handled faxes via a Fax Media Viewer.
As well as the Media Viewer, an immediate “safety net” or administrative backup option is available, allowing each agent, or each queue, to automatically print all faxes either on arrival in the queue, or on delivery to the agent. Zeacom security options determine how this functionality should be controlled, i.e., by the agent, supervisor or Administrator.

Benefits of Fax Queuing

Fax Queuing offers some unique benefits:

Fax Queuing gives the customer the option of committing to a sale with a confirmed, signed order – this is not available in any medium other than hand delivery or face-to-face.
Fax Queuing is easy to use for both customer and agents, saving the time and expense associated with training.
Customer service levels and sales revenues can be dramatically improved by offering the ability to send an order directly.
Skills-based routing ensures that faxes are directed to the agent best able to handle them, in the same way that calls are. This improves customer service and reduces handling time.
The module includes powerful reporting tools, bringing the monitoring of fax contacts into the realm of contact centers.
Zeacom provides a single, fully integrated solution for telephone, fax and web based contacts.
Replying to faxes via Desktop is more time efficient than the usual 3-step method of print, pick up and send fax, which often involves visiting a fax machine in another part of the office.
Fax traffic can be reported on for contact center performance analysis. This allows supervisors and managers to apply standard contact center analysis to this media type.
The use of standard fax reply templates guides agents in their replies, ensuring targeted responses that comply with the contact center’s communications standards.
With the option available to print backup confirmation, many managers feel more confident to progress to highly desirable paperless office. Alternatively, this may be a standard administrative requirement.

Use Screenpops to save time and reduce costs

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.

Here’s How Your Business Benefits

Improve Agent Efficiency – Reduces agent talk times by an average of 15 seconds per call, as all relevant information is immediately available to service callers.
Reduce Network Costs – Shorter talk times reduce wait times in caller queues, which has a compounding effect on your network and telecommunications costs.
Personalize Service – Calling Line ID combined with the ZCC Phonebook means that customers are recognized by name and not as a number.
Improve Customer Service – Having caller information immediately available, allows agents to service callers more professionally and accurately – improving their perception of your company.
Improve Customer Information – Because the customer database is screenpopped to the agent every time the customer calls in, agents can easily check relevant customer information on an ongoing basis (e.g. address details). You will significantly improve the accuracy and value of your records, as they are always up to date.
Improve Agent Performance – Have screenpops such as Wrapup templates and Callback resolution displayed at the end of each call.
A Single Solution – Zeacom provides not only the intelligent call delivery functionality required by the contact center, but also the integration services needed to link in with third party applications.
A single solution from one supplier significantly reduces project costs and simplifies ongoing support and administration issues.

Reduce Costs and Increase Revenues with 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.

ZCC’s Value-based Routing solution lets you route high-value customers straight to your top sales people, so that they receive the service that keeps them spending money. You can also make sure that customers who are in arrears with their payments have to talk to the accounts team first, before they get to contact customer service or the help desk. Your revenues will improve.

ZCC’s Skills-based Routing solution makes specific requests go straight to the right expert or the correct queue in the contact center. our staff will waste less time identifying a customer’s needs before transferring them to a colleague who can help. You can reduce network and staff costs.

ZCC’s Query-based Routing solution is different from standard routing solutions, as it is not based on a caller's phone number but includes a security check. Customers need to verify who they are with a unique identifier, like a PIN number or order number. The ZCC system then pulls data from the CRM and presents their information to specific agents.

You will save time as you no longer need to identify customers, and the confidentiality of customer information is guaranteed.

ZCC’s Performance-based Routing solution delivers most incoming calls to those agents with the highest sales closing rates. Agents who are having a good day get the calls first, and get the chance to do even better. Those agents who are not performing well receive fewer calls. With this solution, your contact center can handle higher levels of call loads. You don't need to hire as many agents as overall productivity improves. Sales conversion rates will improve.

Other routing solutions are based either on Caller History , which checks the kinds of transactions a customer usually makes, or the Last Called Agent principle, so that calls are routed to the last agent the customer talked to.

Prioritize Your Customers

Treat customers the way they deserve. Adjust the priority of incoming calls to ensure VIP callers get full attention, based on their CLID or Account Number. ZCC uses automated scripting to connect to your database and retrieve information for each call. You will increase revenues by prioritizing those 20% of your customers who bring in 80% of your revenues.

If you combine Enhanced Routing with an IVR system, you can even automate a substantial percentage of your incoming calls by giving your customers self-service for repetitive, standard calls like account balance requests.

ZCC Enhanced Routing lets your employees save time. You can display additional information when the call is delivered to an agent, for easy upselling, improved service levels and to strengthen the personal relationship with the customer.

Here’s How Your Business Benefits

Sales Team - Increase Revenues

Prioritise callers - Based on revenues they generated in the last 6 months.
Transfer your top customers to experienced sales agents.
Give top customers the red carpet treatment – Special discounts or offers will help agents to up-sell and cross-sell.

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 behaviors. 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.

Qualitative Metrics

Record and Evaluate offers a variety of team and personalized report for managers and CSRs wanting to evaluate performance. Report on baseline statistics, trending data and personal development plans.

Improve Contact Center Performance with Post Call Surveys

Not all quality assurance surveys are set up to measure customer satisfaction correctly. A Zeacom solution lets you prevent agents from ‘accidentally’ not transferring a ‘bad call’ to the survey system. our Post Call Surveys enable you to automate the survey process.

Just imagine how agent performance would improve, if they knew that every single call can potentially be scored by the customer.

For those customers whose contact was not resolved satisfactorily, the survey asks an open ended question to capture the customer’s description of the problem. That way, contact center management can get an insight into current issues and can take measures to correct them.

Top Features

The ZCC Post Call Survey solution uses announce ports to automatically start up an IVR survey to measure first call resolution and other customer satisfaction measures.

The solution is fully integrated with the enhanced routing functionality we make available to the contact center. The survey is offered seamlessly to specific customers. If selected, the call is automatically transferred to the Survey, unseen to the agents.

Post Call Survey includes a smart reporting section that enables management to quickly identify trouble spots. Customer satisfaction improves immediately.

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