Zeacom IP Office Contact and Call Centre

Zeacom is an Avaya IP Office contact and call centre solution for organisations with contact and call centres with between five and 384 agents. More than 2800 small and medium-sized organizations across 25 countries use Zeacom’s business communications software to improve communication, collaboration and productivity. Zeacom partners with Microsoft, Cisco, Avaya and NEC and also integrates other market leading application providers.

Zeacom and IP Office offers SMEs something that other IP Office contact centres find hard to match – simplicity. The Zeacom contact and call centre solution is built on a single source code, from the ground up, and offers their solution through one server, one application and one administration interface.

Zeacom's IP Office Contact And Call Centre Solution

• IP Office with Zeacom is highly configurable for individual company requirements
• Zeacom is an Avaya DevConnect partner
• Telefonix Voice & Data were the first Zeacom partner in the UK
• Zeacom is a single point solution with a single CTI server platform provides comprehensive functionality. Reduce your total cost of ownership knowing you have less software to update and hardware to maintain.
• Familiar Microsoft® look and feel
• Presence capability for everyone. Presence and call reporting allows managers to monitor team activity, helping to enhance employee performance
• Benefit from simplified call handling - using the common GUI, users easily manage all their communications from their desktop
• Consistent operation across the product means little training required
• A wide range of 3rd party interfaces allows to boost customer service and productivity
• Treat the mobile and the desk phone as a single device, using one number and one mailbox
• Say goodbye to the frustrations and delays setting up and managing conferences
• Modular and scalable; Zeacom's IP Office contact and call centre solution will grow with your business
• Contact centre heritage applied across the enterprise provides, for example metrics reporting and enterprise visibility
• Be competitive; high end functionality specially designed for SME’s
• A Zeacom IP Office Contact centre can scale from 5 to 384 customer service representatives
• Benefit from Zeacom's 16+ years experience implementing contact centre solutions
• Extend your contact centre’s performance by increasing automation

Zeacom IP Office Agent Desktop empowers contact centre agents and managers with a transparent view into all activities and progress throughout the contact centre and organization. This includes inbound/outbound calls, on/off hook, availability and activity, service level stats covering agents, queues and more.

A Zeacom IP Office Contact centre provides agents with a smart multimedia solution that can cope efficiently with large numbers of inbound inquiries and outbound contacts – by email, fax, web chat, SMS or phone. Your agents will deliver a superior performance that has a positive impact on customer satisfaction, callers’ brand experience and revenues. Using over 200 standard reports will help the Zeacom IP Office contact and call centre solution to finetune contact centre performance. More importantly though, you will empower your agents by introducing real-time self-monitoring functionality with Agent Desktop - so they can further improve self management of their workloads.

Key functionality of Zeacom's IP Office Contact And Call Centre Solution

• Value-based routing
• Skills-based routing
• Activity presence
• Global directory
• Unlimited customized announcements, including position in queue and estimated time to answer
• Standard or custom reporting
• Preferred and last agent routing
• Inbound/outbound blended call handling
• Post-Call Survey
• GUI based Auto Attendant
• Concurrent licensing

Multimedia and queuing ready

• Phone
• Email
• Activity queuing
• Chat
• Web callback
• Fax
• SMS

Extend your Zeacom IP Office contact centre with:

• Process Automation
• Networked Queuing
• Dynamic IVR
• Callback
• Autodial
• Fax Messaging
• Redundancy
• Executive Desktop
• Executive Mobile
• Dashboard
• Unified Messaging

Common Questions

How do we increase the revenues generated by our contact centre through Zeacom and IP Office?

• Answer more calls and reduce call abandonment
• Give high-value customers or transactions priority handling
• Cross-sell and up-sell using customized announcements
• Measure campaign success with data reports
• Run outbound campaigns to generate new business or farm your base
• Capture more calls by offering alternatives to waiting or hanging up
• Screen-pop key information about customers, highlighting account status and up-sell information

How do we control costs in our contact centre through Zeacom and IP Office?

• A single desktop interface for handling multimedia contacts ensures optimum utilization of agent time
• Simple, intuitive user interface increases agent efficiency
• Skills-based routing reduces talk time and transfers between agents and increases first call resolution
• Blending inbound and outbound calling increases agent utilization
• Self-service options offered via an integrated IVR free up resources

How do we ensure that we deliver consistently high service levels to our customers using Zeacom and IP Office?

• Apply consistent contact handling methods to all media types
• Pre-configure safety nets for emergency or high volume situations
• Deliver to pre-defined backup agents when thresholds are reached
• Take action based on the real-time status of agents and queues
• Use a range of predefined or customized reporting options to measure performance

Zeacom's IP Office Contact And Call Centre Solution - Upping Your Customer Service

Your operator is often the first point of contact that a caller has with your organization – leaving a lasting impression of your business. They are expected to handle a large volume of calls ranging from time-consuming routine inquiries to urgent high-value transactions. Zeacom's IP Office contact and call centre solution gives your operator superior call-handling abilities – ensuring that every caller’s first impression of your organization is a positive one.

• Increase sales opportunity - Improve customer satisfaction as callers are connected to the right person more quickly, and receive personal service. Encourages repeat business.
• Minimal additional hardware investments - Application can be accessed anywhere on the network, so back-up operators can pick up overflow calls without any additional costly hardware.
• Work smarter - Enable one operator to manage calls for multiple companies or serviced offices. Reduce unnecessary staff count.
• Speed up call processing - With quick mouse clicks and hot keys to available people.
• Reduce call abandonment - Increase revenue opportunity by keeping customers informed.
• Record conversations - Place them as messages in recipient’s inbox. Solve potential disputes painlessly.
• Easy to learn - Temporary staff love it!

Common Questions

Are there other ways we can optimize the level of service we provide through Zeacom and IP Office?

• Play customized announcements to callers on hold
• Change call forwards and voicemail greetings for your colleagues from the console
• Distribute fax and voice messages to individual staff for follow-up via centralized control
• Transfer callers to a user’s voice messaging even when the extension is not already forwarded there
• One-click recording while caller is speaking allows operator to forward a recording of the conversation to the appropriate person’s mailbox
• Park-and-page. Reduce time finding people and then connecting them to a caller. Voicemail can automatically page the user so they can pick up the call themselves

How do we process calls faster and more efficiently with Zeacom and IP Office?

• Operators can see how many calls are waiting and who the callers are
• Calls can be routed to backup operators based on call wait time and priority
• Operators can log on from any PC anywhere in the organization
• ‘Point-and-click’ telephony functionality speeds up call processing
• ‘Drag-and-drop’ recognized calls to extensions without having to answer them

How do we personalize the service we give to our callers using Zeacom and IP Office?

• Operators can prioritize waiting calls based on caller ID or number dialled
• Screenpops allow operators to view caller details before answering, allowing selected customers to be greeted by name
• Presence keeps operators informed on staff whereabouts, availability and ETR.
• Notification of ‘return to desk’ and ‘off the phone’ saves call handling time and ensures a quality response every time

Zeacom's IP Office Contact And Call Centre Solution - The Operator Console

The Zeacom IP Office Operator Console provides companies with the information that they need to effectively manage and handle every call.

• Duration of current call
• Current call with Caller ID & name
• Calls Waiting: New calls, recalling calls & dial operator calls from Voicemail - the colored spot indicates the priority
• Parked Calls information
• A transferred call will appear until it is answered, and is retrievable at any time
• Destination Contact information based on presence, Queuing & Phonebook
• Conference set up and administration
• Enterprise-wide: Desk-to-desk chat with other users
• Presence Visibility: Telephone and activity status of each extension - click the button to dial the extension, or two clicks provides more details and more functions
• Additional presence details for this user including Instant Messaging Presence, email calendar appointment, ETR and ‘personal notes’

Zeacom's IP Office Contact And Call Centre Solution - Presence for SMEs

Avoid frustrations trying to connect with other busy people. Zeacom’s Activity Presence gives you a reliable Estimated Time of Return (ETR) for your colleagues (based on their own calendar schedule) and allows you to be notified upon their return. See if they are at their desk or have just stepped away. See what their current activity is to help you make informed decisions about how and when to connect. At a glance, Activity Presence gives you the availability and whereabouts of everyone in your organisation in real-time. If a person is in a meeting, or busy on the phone, you can request notification when they return to their desk, or finish their call. You can make yourself available to others in the same way. Increase productivity by helping people connect faster. Eliminate time-wasting, frustrating phone tag and other handling delays.

• Enable Presence on IP Office so that when you are in the office, your availability is recognized and displayed ‘at my desk’, ‘away from my desk’ for all users across the network.
• You are seen to be available if you use your mouse, keyboard or telephone.After 1 minute (or a configurable period) of inactivity, you are considered ‘to be away’.
• You can request ‘return notification’ for any Presence user. This activates a screen-pop to notify when the person you wish to speak to becomes available.
• Any changes in your status automatically change personal greetings, messaging and call routing options.
• Choose to display the subject of your active email application appointment for other users to view. This is particularly useful for keeping operators and receptionists informed of staff whereabouts and availability.
• Access the company directory, or create your own personal directory for contacts.
• View the status of colleagues locally and across the network including full telephone and presence visability.
• Presence visibility of external contacts is extended via Microsoft® Messenger and Skype.
• Find the Expert – Need to find someone urgently? Presence information tells you where they are, what meeting they are in and when they are due back. This makes phone tag a thing of the past.
• Instant Access – Information at a glance about a co-worker’s status and availability allows you to redirect or refer inquiries to ensure first call resolution.
• Increased customer loyalty – Better visibility increases individual and collective productivity across the enterprise – improving customer service.
• Measurable ROI – The tangible benefits of improved communications can be measured. Presence saves lots of little bits of time – all the time. These shavings of time represent direct cost savings. Other intangible benefits, such as the value of improved customer loyalty, will then be seen over time.

Zeacom & Mobile

Zeacom provides a great IP Office/Blackberry solution. With Executives being busy, mobile and reliant on their managers and staff to supply them with the right information, at the right time, the Zeacom solution provides answers for a number of key questions:

Common Questions

How do I prioritize my communications to maximize my efficiency and effectiveness through Zeacom and IP Office?

• Manage all your calls, voice messages, faxes and emails from within Microsoft® Outlook, or a smart phone
• Access the most important calls, voice messages, email and faxes first
• Give your most important callers priority routing based on their calling line ID

How can I communicate more efficiently with my managers and staff through Zeacom and IP Office?

• Use Presence to view the availability of staff
• Be alerted when the person you want to talk to gets off the phone or returns to his/her desk
• View the email calendar appointment and scheduled return time for colleagues

How do I ensure that I am more responsive through Zeacom and IP Office?

• Anytime, anywhere availability thanks to mobility
• One number to reach you regardless of your location
• Pre-configured greetings or routing to handle any event or caller
• One location for all your messages
• Phone and web access to messages

How can I manage my communications from my mobile with Zeacom and IP Office?

• View missed calls to your desk/office phone
• View/listen to voice messages
• Set profile status and ETR
• View corporate directory

Zeacom's IP Office Contact And Call Centre Solution - Tight Integration With Microsoft® Outlook

The frustrations of phone tag, constant interruptions and an overloaded inbox are well known to most knowledge workers. Zeacom's IP Office Contact And Call Centre Solution increases the efficiency and productivity of knowledge workers by allowing them to streamline and intelligently manage all their communications using a single desktop application. Knowledge workers are more available and more responsive to everyone.Users have the ability to manage all of their contacts from within Microsoft® Outlook.

Zeacom's IP Office Contact And Call Centre Solution increases the efficiency and productivity of knowledge workers by allowing them to streamline and intelligently manage all their communications using a single desktop application

• 1. Presence Profiles Adjust your ‘activity greeting’ from your desktop by selecting a different Presence profile which changes voicemail and greetings
• 2. Quick Tabs Allow immediate access to all functions
• 3. Call History Sort interactions by date, caller, media or call state and display events in the way that matters to you most
• 4. Screenpops of caller details allow you to prioritize and personalize your communications
• 5. Convert to Conference any call with a single click: drag and drop in additional contact
• 6. Go Mobile by transferring calls to your mobile without interruption
• 7. Recording tab Quick click-to-record
• 8. Buddy List Shows real time activity presence of frequent contacts: click-to-dial

Zeacom's IP Office Contact And Call Centre Solution Downloads

Zeacom IP Office Overview

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