zeacom, acquired june 2012, is now part of enghouse interactive, a division of enghouse systems...

Zeacom, acquired June 2012, is now part of Enghouse Interactive, a division of Enghouse Systems (TSX: ESL). Enghouse’s global groups of companies represent approximately 600 employees, hundreds of partners and thousands of customers worldwide.

Union of products and expertiseEnghouse Interactive offers a wide range of flexible and scalable solutions covering all aspects of organizational communications from leading providers: Arc Solutions, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom.

Acquired Apropos 2005

Acquired Fluency Voice2008

Acquired Syntellect2002

Product Growth

Enghouse is a leading global provider of interaction management solutions. Its strategy is to build a large diverse enterprise software company through strategic acquisitions and managed growth. Further information about Enghouse may be obtained from its web site at www.enghouse.com.

Acquired Trio2009Acquired

Envox2008

AcquiredTeloquent 2004

Acquired Pulse Voice2009

Enghouse History

Acquired Mettoni2010

AcquiredTelrex 2010

Acquired Cosmocom2011

Acquired Zeacom2012

Enghouse product portfolio includes full suite of UC and Multi-Media Contact Center solutions including, carrier solutions, IVR, Presence, CTI Interfaces and Development Tools.

Acquired Vision2012

Acquired SafeHarbor2013

Over 4,000 customer sites in 35 countries

Some of our 4,000+ Call Centers

Recent Zeacom on Lync

Coming Soon…

Lets Play949-229-0402

Like us on Facebook & Post a Picture http://www.facebook.com/pages/Zeacom-Social-Media-Demo/166303640052554

25.Sales@zeacom.com

http://www.zeacom.com/eromeo/demo

ENHANCED BUSINESS INTELLIGENCE (i.e. Custom Reports, Dashboards and Scorecards)

CUSTOMER INTERACTION AUTOMATION (i.e. Dynamic IVR or Communications Portal)

WORKFLOW MANAGEMENT (i.e. Enhanced Routing Module)

SCREEN-POP / CLICK-TO-DIAL (i.e. Over 60 Plug-ins & SDK’s)

AUTOMATED OUTBOUND CALL CAMPAIGNS (i.e. Autodial)

ACTIVITY PRESENCE

COLLABORATION (i.e. Chat & Conference)

MOBIILITY

CONSOLE

VOICE & FAX MESSAGING

INBOUND VOICE (ACD) INTERACTIONS

OUTBOUND VOICE (ACD) INTERACTIONS

MULTI-MEDIA INTERACTIONS

POST CALL SURVEY

i.e. Voice & Screen Recording, Agent Evaluation and WorkForce Management

WORKFORCE OPTIMIZATION

IMPROVE CUSTOMER

EXPERIENCES

INCREASE PEOPLE’S

EFFECTIVENESS

INTELLIGENCE TO DRIVE

IMPROVEMENT

Zeasy

Zticky

Optimize

Automate

Unify

StartWithWHY

Zeacom Communication Center (ZCC) Solution Suite

Routing, Reporting, Admin

Voice Agents with Desktop

Multimedia Interaction

Outbound Dialing

Dashboards and BI

Callback / VM Queuing

CEPB and Process Automation

IVR and Post Call Survey

Call Recording and Evaluation

Skills-Based Routing, Customizable reports, AA, GUI-based administration - Zeacom License – Contact Center Connector

IB/OB call control; monitor real-time agent / contact center statistics with a Desktop interface - Zeacom License – Voice Agent

Queuing of any customer communications channel: Email, Chat, FAX, SMS, Social Media - Zeacom Licenses – Media Agent

Queing of outbound calls, Preview , Power or Auto dialing, Zeacom Licenses – Outdial Agent, Autodial

Web based dashboard and Real time stats via Web or Mobile apps with no need for VPN – Zeacom License – Real Time Statistics

Ability for callers to hang-up and retain position in queue, with automated queuing – Zeacom License - Callback

Fully customizable Speech Rec IVR - Zeacom Licenses – IVR Port, Text to Speech Port, Speech Recognition Port

Voice & screen recording, quality monitoring, record-on-demand, agent evaluation, - Zeacom Licenses – QMS

Integration to other applications, screen-pops, CRM integration Zeacom Licenses – CRM Integration, Integration SDKs

Lync in the Call Center

• Multimedia Communication Escalation• Social Commerce, Reactive / Proactive• The Visual Call Center• GUI versus NUI

Efficacy in Escalation

What's the BEST way to Communicate?

Social …Commerce?

eWord of Mouth brings us what?•Advertise•Voice of the Consumer•Public Relations•Vend•Business Intelligence

Social …Commerce?

eWord of Mouth brings us what?•Advertise•Voice of the Consumer•Public Relations•Vend•Business Intelligence

http://www.youtube.com/watch?v=Al-tha2nkDA• HP and Nascar

Social …Commerce?Reactive Proactive

How do you delete a video from YouTube?

Mayday Button

The Visual Call Center

Click to Communicate Community

Graphic User Interface (GUI)Naturalized User Interface (NUI)

FasterSmarterLync

Gateway

SIP PBX

Many Contact Center Competitors on Lync with their own IP PBX using SIP

SIP PBX Server:• Announcements• IVR• Routing rules• Held queue calls

SIP PBX Client:• Presence shared• Directory look up• Transfer action• Conference bridge

These architectures do not preserve voice deployment

opportunity or Plus CAL licensing

Agent Knowledge Worker

High Level Zeacom Architecture

http://extranet.zeacom.com/lync/LyncCall.html

Visit for a overview:

PBX Migration or Co-Existence

Existing PBX

PSTN

E1/T1

LAN/WANHardware VPN

Lync Pool

SIP

SIP Enabled

LAN/WANProxy / Web Service

ZCCContact Center

Gatewayor SIP Trunk

Conferencing

IM/Presence

UCMA

TAPITSAPI

OAI