Zeacom Announces Key Upgrade to Communications Center
New ‘Record and Evaluate’ module enables all incoming calls to be recorded, forwarded, used in training, and archived, improving both customer relations and business processes.
Zeacom, a provider of unified communications and contact center software for SMBs, has introduced the Record and Evaluate module.
Zeacom is calling the add-on a “key” one, providing its Zeacom Communications Center (ZCC) platform with the ability to record and evaluate customer calls with greater ease and accuracy, “improving regulatory compliance and raising agent performance.”
The recording application enables all incoming calls–or just those from selected extensions–to be recorded, forwarded, used in training, and archived. This functionality makes it simple and cost effective to search for and retrieve conversations in line with regulatory requirements.
“With more organizations worldwide utilizing remote agents and multi-site call/contact center facilities,” Zeacom stated in a recent press release on the subject, “it has become an organizational imperative to ensure that customers interacting with live agents receive the most efficient service possible.”
Indeed, the software is used by more than 2,800 businesses worldwide, which translates into more than 59,000 contact center agents and approximately 144,000 individuals using Zeacom’s product.
The Zeacom Record & Evaluate module is designed to provide users with real-time feedback that helps them reach benchmarks within their company. Human resources and training managers can create and utilize customized reports to assess agent performance against preferred customer service metric. Criteria can be selected from a database comprised of more than 350 pre-defined behaviors (or via custom templates).
“IP-enabled tools, like Record & Evaluate, have greatly increased the value of contact centers and their teams,” says Miles Valentine, Zeacom’s CEO. As these facilities migrate to automation and IVR technology for the more basic customer interactions, customer service agents will be utilized more frequently for high value or complex queries.”
Valentine adds that though the global economy may be improving, jobs are still in short supply. “[Zeacom] felt it was critical to provide SMBs with the tools to ensure that their customers are being serviced with efficiency, respect, detail, and care,” he says.
“Sales calls, customer follow-ups, and support calls–as well as orders placed and confirmed–can all be improved by regular examination and constructive analysis,” says Brady Cox, Zeacom’s vice president of sales.
“In addition, providing service agents with access to recorded conversations will quickly resolve disputes, which impact the customer experience and organizational productivity,” Cox adds.
