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