WebCE Achieves Higher Service Level with Zeacom Communications Center and Microsoft Lync
By Mel Fabrikant Saturday, August 31, 2013, 06:39 PM EDT
Multi-channel Contact Center Software Leader Automates Business Processes, Increases Collaboration and Real-time Visibility of Business Intelligence
Zeacom (@Zeacom), a leading provider of multichannel contact center software and solutions, today reported successful results from the WebCE deployment of Zeacom Communications Center software (ZCC) on Microsoft Lync. Among the myriad benefits achieved are reduced abandonment rate, improved service levels, increased agent productivity and improved organizational efficiency.
WebCE is the leading provider of continuing education courses; each year WebCE delivers over 800,000 continuing education courses to licensed insurance professionals CPAs, mortgage brokers, tax professionals, funeral directors and financial planners nationwide. The company differentiates itself by performing its course delivery, customer support and compliance management in-house, so having the right technology in place to manage both the cost and quality of its services is critical.
Following an evaluation of various options, WebCE selected Zeacom Communications Center as its contact center solution, and Microsoft Lync to meet its collaboration and voice needs.
Among the many factors leading to this selection, according to Chief Operating Officer, Jennifer Haworth, was ZCC’s, Intelligent Call Queuing, Advanced Reporting, full visibility of real-time business intelligence and agent status, as well as ease of use and administrator control. ZCC Desktop and Snapshot have helped provide real-time insight into contact center performance and customer service metrics.
Customer Service has seen the tangible results of the improved visibility and other functionality offered by ZCC. “ZCC on Lync changed our contact center’s behavior because it gives us so much more visibility of what's going on. Agents get more information about the call and caller, and they know what their colleagues are doing and who is available,” noted Mrs. Haworth.
“Collaboration with other departments and locations has become commonplace. In the past, an agent’s primary resources were their manager and supervisor. Now that everyone is on Lync, they can easily and instantly access anyone in the organization,” she added.
“We are honored to work with WebCE and to provide them with the resources to fulfill their corporate mandate,” said Zeacom Director of Marketing and Product Management, John Cray. “Today’s contact center is far removed from the call centers of yesteryear. Customer service and support is no longer just about voice; consumers today use phone, fax, SMS, social media and email. With the tool to manage every customer contact with the same care as a phone call, organizations of all sizes can create a better customer experience.”
Ms. Haworth has embraced the new functionality available to her, but she admits that she has only scratched the surface of what’s possible.
Zeacom, an Enghouse Systems company, is a leader in communications solutions delivering Multi-Channel Contact Center, Business Process Automation and Unified Communications functionality that brings customers closer. Established in 1994, every day more than 4,000 sites rely on our enterprise-quality solutions to improve the customer experience, increase productivity and understand their communications workflows.
Zeacom is a member of the Microsoft Partner Network with Gold competencies in Application Development, Application Integration and Communications. With offices in North America, Northern Europe and Asia Pacific, Zeacom has partnered with NEC for 18 years, is a Cisco Premier Partner and a registered member of the Avaya DevConnect program. For more information go to www.zeacom.com .
About Enghouse Interactive
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company’s international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom. Learn more at www.enghouseinteractive.com .
WebCE is the leading insurance continuing education provider in North America. WebCE's mission is to provide high-quality continuing education courses at an affordable price. Our integrated suite of courses and testing services are available either online or through traditional books. More information is available on the company’s Website, www.webce.com , or by calling (877) 488-9308.