Zeacom, a multimedia contact center and business process automation provider, is now offering Zeacom Communications Center (ZCC) Helpdesk solution for Lync. ZCC Helpdesk offers skills-based routing, in-queue announcements, plus real-time monitoring and reporting with the Snapshot app.
Designed for IT managers, ZCC Helpdesk queues and routes calls to the most appropriate contact person, and Priority Routing prioritizes customers and tasks. ZCC integrates with Microsoft Dynamics CRM to help process contacts more efficiently and avoid bottlenecks.
With ZCC Helpdesk, calls and emails are delivered to team members only as they become available. ZCC Helpdesk enables routing to be automatically adjusted for varying situations based on criteria, such as wait time, agent workload, core competencies, and time of day. If a contact or query is kept in the queue for too long, ZCC then delivers it to the next available person.
For more information, visit Zeacom.
