Multimedia Queuing in Contact Centers

Call or contact center managers listen up: Zeacom Communications Center (ZCC) can take you there. Whether it’s providing outstanding customer service across all types of communications media or the ultimate gold ring: increasing revenues. This package has what it takes to streamline orders, and take care of business.

Integrated data from FAX to Chat, phone to SMS systems, easy to recognize icons give an immediate snapshot of who’s doing what, when and how. So the coffee cup icon for Alice means she’s on her coffee break.

With Agent Desktop all contact center activity is in plain sight. Real-time queue status as well as which agents are handling what calls, waiting calls, and caller and sender ID information are available.

Smart features allow the best customer service functions because calls can be routed to specific agents, along with pres-set parameters to match the caller with the agent best suited to help her.

Multimedia Queuing offers smart features like intelligent call delivery. Gone are the days where a customer is tossed from one agent to another, like a hot potato. With Multimedia Queuing and the other smart features, the customer lands at the right place, the first time in.
From phone call queues, to email, Fax, Web Chat, Web Callback and SMS queues, Zeacom has it, and your business needs, covered.