Your call center is the first point of contact for prospects and customers. ZCC gives agents the ultimate tools to optimize communications across all media, and to make the most of each business opportunity.
Unified Communications is the unity of all forms of communucation, from messaging, voice, video, conferencing and much more. Our combination of products allow for perfect unity with all your systems.
Abandoned telephone calls equate to lost business and to replay the same announcements to callers is likely to annoy them…to the point that the customer hangs up. Be smart with your announcements with NEC and Zeacom.
Providing a Zeacom Callback feature within your NEC contact centre solution helps ease the customer experience and improve relations. The caller can leave a message within Zeacom and retain their position within the queue.
Your Call Centre is the first point of contact for prospects and customers. Zeacom gives agents the ultimate tools to optimize communications across all media, and to make the most of each business opportunity.
Integration with existing NEC, Zeacom or future systems and databases can seamlessly merge your business practices, reducing the links in a chain, making less margin for error and streamlining your business.
Methodically queuing inbound emails to agents creates order and efficiency when dealing with email communications as well as empowering your management with statistical knowledge of operations through reports.
Using an NEC PBX and Zeacom Contact Centre to queue inbound faxes for agents allows you to prioritise inbound requests, retain a trail of transactions and create a paperless environment for your organisation.
IVR allows callers to use their telephone to request information. IVR searches a database and automatically responds to the caller with the information requested without the need for agent intervention.
Distributing skill and support over a wider geographic area can enable your business with the useful resource to provide a better service, for a longer period of time and spreads workload reducing staff requirements.
Creating an automatic out dial facility within your Zeacom contact centre enables you to drastically improve efficiency and more tightly manage your outbound telephone services by sequencing an outbound campaign.
With an NEC and Zeacom combined solution you can easily distribute your contact centre agents geographically across seperate offices or enabling users to provide telephone support and work from home.
Zeacom Reports empower agents and supervisors by automatically generating customised reports about the contact center agents, call handling and system setup. These can be in CSV, Excel, PDF or virtually any format you require.
Zeacom Agent Desktop is powerful management tool. As contact centers become an increasingly vital part of company operations, the need to monitor performance of individual agents and queues increases.
Zeacom Web Callback enables your audience to enquire via a web site, which enters your call centre queuing system just as any other type of media. Zeacom automatically sets up a callback from agent to audience.
Web Chat enables a browser-based messaging mechanism, which is queued amongst all your other contact centre media bringing another method with which you can engage with your audience.
Our SMS software and gateway delivers lower costs and increased productivity to your business. SMS messages are quick and easy to send and convenient to receive, and people usually read them as they arrive.
Your Call Centre is the first point of contact for prospects and customers. Zeacom Call Centre gives agents the ultimate tools to optimize communications across all media, and to make the most of each business opportunity.
Zeacom Agent Desktop is powerful management tool. As contact centres become an increasingly vital part of operations, the need to monitor performance of agents and queues increases Reporting is live and through statistical reports.
Zeacom ZCC Reports empower users to run ad-hoc and automated customized reports about their contact center agents, call handling and system setup, giving you powerful, clear and professional statistics information.
With an NEC and Zeacom combined solution you can easily distribute your contact centre agents geographically across seperate offices or working from home utilising VoIP and SIP technologies.
Improve productivity, reduce carbon emissions and improve workflow with face-to-face conferencing, at no recurring cost, over existing data infrastucture, utilising Zeacom and NEC systems.
Integration with Microsoft Office Communication Server simplifies workflow and your communication systems. You can seamlessly integrate Microsoft Office systems, your NEC telephone system and Zeacom Call Centre.
Zeacom’s Announcement system will allow the caller to listen to customised greetings and announcements while they wait in the queue for their telephone call to be taken. A major concern for any contact centre manager is abandoned calls, which often equates to lost business or a more frustrated support caller.
With your NEC and Zeacom, you can play an unlimited number of different, and specific announcements per queue, which keeps your customers entertained and informed. The Zeacom Announcement service also provides the contact centre with an opportunity to up-sell additional products and services.
The Zeacom Announcement keeps callers updated with their position in the queue. Experience has shown by doing this they are less likely to abandon their call.
With the Zeacom Announcement service on your NEC telephone system you can:
Netco have helped hundreds of companies and organisations in the UK – from London to Inverness, from Manchester to Southampton, from Luton to Birmingham and worldwide – in America, Australia, Europe and the Far East handle their callers faster, more efficiently and helped improve their business with Zeacom Custom Announcements. Netco continue to help with value-added maintenance and tiered support from a team of seasoned professional account managers, technicians and engineers. How can we help you?
Zeacom Callback adds a whole new dimension to the way in which calls within your call centre can be handled. Never again will your customers have to wait in a queue.
In the past, callers had no option but to wait on hold for an agent, abandon the queue by hanging up or become increasingly frustrated by waiting for their call to be taken.
The Zeacom Callback invites callers to enter their number, leave a message and hang-up, safe in the knowledge that they will not lose their position in the queue.
Once the callback has been placed in the queue and an agent becomes available, that call is delivered. The Zeacom agent is presented with details of the caller along with the message, the system then automatically rings the caller
Netco have helped hundreds of companies and organisations in the UK – from London to Inverness, from Manchester to Southampton, from Luton to Birmingham and worldwide – in America, Australia, Europe and the Far East handle their callers faster, more efficiently and helped improve their business with Zeacom Callback functionality. Netco continue to help with value-added maintenance and tiered support from a team of seasoned professional account managers, technicians and engineers. How can we help you?
A Zeacom contact centre combined with your NEC telephone system gives you the ability to intelligently route incoming calls, and provide information to make informed decisions. Within the Zeacom system, an on-board database collects data on every call, allowing you to produce real time or historic detailed reports.
NEC Zeacom contact centre solutions allow integration of all types of media, web chat, web callback, email and fax queuing, and IVR products, and provide a single report on these communications, on a single server.
Your agents will deliver a superior performance that has a positive impact on customer satisfaction, your callers’ brand experience and revenues.
A ZCC Unified Contact Center provides your agents with a smart multimedia solution that can cope efficiently with large numbers of inbound inquiries and outbound contacts – by email, fax, IM, web chat, SMS or phone.
Netco have helped hundreds of companies and organisations in the UK – from London to Inverness, from Manchester to Southampton, from Luton to Birmingham and worldwide – in America, Australia, Europe and the Far East handle their callers faster, more efficiently and helped improve their business with a Zeacom Contact Centre. Netco continue to help with value-added maintenance and tiered support from a team of seasoned professional account managers, technicians and engineers. How can we help you?
When implementing a new call centre, you may want to integrate your telephone system to your current or new database.
Integration between information systems and communications technology has become one of the most sought after ways to improve and automate customer service applications. The combination of these technologies improves efficiency and increases service quality without increasing operating expenses or requiring additional staff.
Computer Telephony Integration (CTI) is the seamless blending of voice and data resources into a work flow process. A CTI link between a customer management system and your NEC telephone system and Zeacom server will allow software to control call-switching functions, while at the same time ensuring that all available information about each customer is routed with the call in the form of part of the screenpop to the agent’s desktop computer.
Integrated voice and data systems improve services levels in a number of ways. Callers are greeted by an agent who knows whom they are speaking with and possibly how they might help before they answer the call, or for customers do not need to repeat information to an agent, since it has already been captured by the CTI application. Integration can significantly reduce call talk times resulting in agent productivity gains, as well as improving the customer service levels experienced by the caller.
Regardless of whether an “off-the-shelf” or customized approach is taken, each integration project can
include the following features and functionality:
Screenpops – can enable agents with fast access to customer data and applications on their one screen. Customer data is represented in a logical format that can be customized to meet specific contact center requirements.
Rerouting of calls – the Zeacom contact centre will adjust the priority of incoming calls and ensure VIP callers get the care they deserve by querying an external database and adjusting the routing rules based on customer information. This feature is available with the Enhanced Routing Plug-in
Telephone Control from the Agent’s Desktop – empowers your customer service agents with the means to perform telephony functions such as answer a call, transfer a call, make a call, hang up a call from their PC.
Real Time Statistics – available to supervisors and specified agents for both the contact center and the third party applications.
Use of Standard Communication Protocols – reducing project complexity and simplifying administration. Protocols include DDE, COM, TCP/IP, and ODBC.
Wrapup Codes – can be utilized
Email Queuing allows your contact centre to treat emails in the same way as they treat phone calls, emails are queued, then delivered to the agent once they are available to deal with them. If the agent takes too long to respond to the email, the email will be delivered to the next available agent, emails are never allowed to disappear into the agent’s overfull inboxes.
Once the agent has answered the email, the email will not be taken back from them, agents can be configured to handle as many concurrent queue emails as you require, and you can require wrap up information to be entered upon deletion of email, this information can also be reported on.
Netco have helped hundreds of companies and organisations in the UK – from London to Inverness, from Manchester to Southampton, from Luton to Birmingham and worldwide – in America, Australia, Europe and the Far East handle their callers faster, more efficiently and helped improve their business with Zeacom Email Queuing integration. Netco continue to help with value-added maintenance and tiered support from a team of seasoned professional account managers, technicians and engineers. How can we help you?
Faxing remains an important part of many businesses backoffice functions. Many organisations’ familiarity with faxing and an ever increasing regulatory environment means that faxing continues to be a critical organisational requirement. Many councils, organisations and companies still heavily rely on the paper trail of signatures and use faxes as the preferred order-taking method.
Fax Queuing within the Zeacom environment improves the accessibilty, control and security of your fax communications. Customers can send signed orders and other important documents directly to your contact centre system.
As a fully integrated module of Zeacom Communications Centre (ZCC), Fax Queuing applies the skills-based routing and queuing parameters within your Zeacom Contact Centre to your customers’ faxes. You can direct faxes to specific individuals or departments that are best equipped to respond to them.
Fax Queuing is also fully integrated into ZCC’s comprehensive reporting package. Contact center managers have a complete picture of all customer contacts, incorporating all media.
You no longer need to wait at the fax machine for faxes to arrive, or miss them because they’ve got caught up in a pile of print-outs for somebody else. With Fax Queuing you can view and/or print the fax at your own discretion, at the best time for you and the contact center.
Business Drivers for Intelligently handling Faxes
Signatures on faxes are still the only electronic legal tender used by some organizations. Your company can maximize the sale opportunities for your business by giving potential customers a simple way send signed orders through to immediately begin the purchase process.
By utilising fax queuing you can give your customers instant contact with agents in your contact center, minimizing misplaced orders and delay frustrations. You can reduce paper confusion and interruptions by providing your contact center agents with the ability to view faxes on screen.
By instantly responding to the inbound fax request, your agents can maintain a fluid process that is easily tracked as required. Centralize the management of all forms of customer interaction within a single environment.
Improve efficiency and productivity of your contact center by applying skills-based routing to all communications. Centralized reporting on all contact methods gives managers the tools they need to maximize contact center productivity.
Zeacom Contact Centre Fax Queuing
Interactive Voice Response (IVR) is an interactive technology that allows a computer to detect voice and keypad inputs. With IVR your callers can use their touch-tone telephone to request information, the IVR then searches the appropriate internal databases and automatically responds to the caller with the information requested without the need for agent intervention.
With IVR functionality within your business or organisation, your customer never encounter a busy tone and your are always ready for the next customer call, 24 hours a day, 7 days a week.
IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.
Think of IVR as a voice computer. Where a computer has a keyboard for entering information, an IVR uses remote touch-tone telephone keys, or voice recognition – whatever the computer can do, an IVR can do, from ordering a parcel pickup to requesting approval for a credit card transaction.
Reduced caller waiting times, IVR frees up customer service representatives, leaving them to attend to only those calls that require personal assistance. Callers can access your contact centre 24 hours a day, 7 days a week, without increasing operating costs – with multilingual Support, automatically identifies which languages to play, based on the indial number called, or selection by the caller
Callers want to have access to a contact centre, such as a Help Desk, for more hours than a standard working day. Contact centres often solve this problem by linking one centre with another across different countries with different time zones.
Extended Operations
Extend the use of your contact centre without increasing costs by overflowing calls to other sites during a period of peak traffic. Network Queuing also gives you more flexibility with your operating hours, allowing you to cater for multiple time zones by directing calls to sites that are still open.
Why wait for your customers to call you! You can generate additional revenue, proactively manage customers and improve the productivity of every outbound customer contact by intelligently managing outbound call campaigns from within your Contact Centre solution. You may automate the call processing for all your outbound call campaigns from within your Zeacom Communications Center solution. Outdial will automatically initiate all your outbound calls before handing them off to the Zeacom Communications Center Integrated IVR system for processing.
Outdial gives contact centers the ability to automate and intelligently manage the call processing associated with outbound campaigns, from within an existing Zeacom Communications Center (ZCC) solution. Outdial automates outbound calls which are subsequently handed off to the ZCC Integrated IVR system for processing.
Typical business drivers for adding Autodial functionality to a contact center include:
Outbound campaigns often involve time-consuming manual processes which eat up valuable contact center resources. With labor being the single largest cost component in any contact center, efficient use of agents’ time is critical. Automated dialing technology has been implemented to address this issue as there are no staffing costs associated with processing these outbound calls.
To address these issues, Zeacom created the ZCC Autodial solution. Autodial offers contact centers an integrated and cost-effective means of delivering and processing outbound calling campaigns without involving an agent.
Benefits of Contact Centre OutDial
With a Zeacom Contact Centre solution, your organisation can extend the full capabilities enjoyed by agents in your contact centre to the agents working at home, from a hotel or remotely ‘on the move’.
With the Zeacom Communications Centre, you can grow your contact centre beyond the limits of its current facilities without increasing overhead and offer agents the option of working at home without the need, expense or hassle of a daily commute
It can also extend your options by enabling you to recruit new agents from outside your geographic area of operation without requiring them to relocate.
By utilising the remote functionality of the NEC telephone system combined with the Zeacom Communications Centre, Remote agents have complete access to the voice and data capabilities enjoyed by their colleagues inside the contact centre
All a remote agent needs to be a fully integrated member of the contact centre team is an IP Phone (or perhaps a notebook or desktop computer) and a high-speed Internet connection.
Remotely, agents and supervisors experience the same functionality as they would within the four walls of the main office building, whilst supervisors can log in, log out & change parameters of remote agents. Supervisors can also view agents regardless of location
Access to timely and relevant information is critical to the effective management of your contact centre. That’s why a comprehensive reports package comes standard with every Netco Zeacom Communications Centre solution ensuring that you have the tools to run at peak efficiency.
An onboard database holds statistics on every facet of every contact from the time it arrives at the telephony switch through to its termination, allowing managers to report on areas such as volumes, agent activity, abandonment rates, wrapup codes and service levels, in fact more than 100 reports are available detailing all aspects of the contact centre operation.
Amongst a vast range of reporting statistics, stand out information includes:
Supervisors / Agent Desktop lets managers and agents view real-time information on queue and agent performance across all contact media, whether phone, email or the Web.
Supervisors /Agent Desktop also gives agents control over phone functions (e.g., answer, transfer, conference and hold) from their PC and identifies incoming calls by screen popping information such as CLID, queue name, wait time and the caller’s name to the agent.
Web Callback is a Web-based Callback application. It allows Web users to click an option from within a Website requesting an agent to phone them.
They will then be contacted by the first available agent as quickly as if they had made a phone call and waited for an agent to speak with them.
Web Callback can be placed at any hour of the day or night. If the contact centre was closed when the Callback was requested, as soon as an agent logs on in the morning, the Web Callbacks are immediately presented to the agent for service. This call delivery function is totally automated.
Online customers can request live interaction with your contact centre agents by establishing an on line text conversation.
Web Chat is a great way to make your web site more interactive, encouraging customers to contact you. With a click of the mouse your customers are instantly talking to you by telephone, email or via a chat session allowing you to provide superior customer service and close sales.
Web Chat is a great way to make your website more interactive by encouraging customers to contact you with a click of the mouse. With Web Chat, your contact center can provide superior customer service and human-enable your website to generate more revenue.
Our SMS software and gateway delivers lower costs and increased productivity to your business. SMS messages are quick and easy to send and convenient to receive, and people usually read them as they arrive.
SMS can be used in all sorts of ways, like keeping in touch with your staff or reminding your customers to keep appointments, it is also normally cheaper to send an SMS than make a call to a mobile phone.
Using your computer to send SMS messages is easier than using your mobile phone, because:
You can write a message and send it to many people at the same time. You can do this by importing a list of numbers from your customer database. This is ideal if you have a special offer and want your whole customer base to know about it instantly. You can prepare a message and schedule when and to whom you send it.
Our software will keep details of all messages sent and received, allowing you to report historically on who the text was sent to, and the message.
There are 2 services available:
SMS via an Internet a Service
We set up an account for you, you go on line, import phone numbers and your message, then you pay for each text sent, outbound texts only.
SMS via a gateway
You purchase our software and a GSM gateway which houses a SIM card capable of sending 1200 messages per modem per hour, up to 8 GSM modems can be supported, meaning capability to send 9600 texts per hour. Both inbound and outbound texts are supported.
Imagine the complexities of modern communications condensed into a seamless experience with one address book, one voice mail, and one login across every mode of communication. Combining e-mail, IM, voice, and video into a single, intuitive system built around people, not technology. building it all into the Microsoft Office system.
Companies will replace conflicting systems with a single, unified communications platform that leverages their existing data and telecommunications infrastructure. IT departments will deliver more flexible, more secure communications.
• See whether a colleague is on the phone, diverted to voicemail, type of voicemail message, and how many messages they have, even put them in and out of voicemail (if allowed)
• Set up voicemail messages on screen, including being able to edit the message (deleting blank spaces etc.)
• Hold park, transfer or forward calls on screen
• See who is on the phone just by glancing at your screen
• Show missed, made and received calls
• Dial from emails
• ‘Go mobile’ option to transfer calls to the mobile during conversation
• Record telephone calls
Save time and improve collaboration with easy conferencing Audio conferencing With Executive Conference as part of your NEC UC solution, scheduling a conference call becomes so quick and intuitive that it easily turns into a time-saving alternative for endless group email trails. Collaboration across the enterprise will improve, and instead of having deadlines extended and decisions stuck somewhere in email jail, your organization will avoid latency and improve efficiency and productivity.
Scheduling conferences – even instant ones – is as easy as sending a calendar appointment. Internal and external participants can join in with a click of the mouse, or by dialing a free phone or other familiar number. And if a small group wants to split away to have a quick discussion by themselves, and then join up with the others again – then that’s simply arranged through drag and drop.
Go Mobile: When you are at your desk, hand off calls from Desktop to your mobile phone with one button
Retrieve mobility calls from your mobile back to your Desktop with one click
Your office mailbox acts as your cellular voicemail too
voicemail profile, i.e. out of the office message
See how many new, read missed made and received messages came into your deskphone
View and change voicemail profiles
See whether your colleagues at work are on the phone from your mobile.
Office Communicator 2007 is a unified communications application that enables custromers to communicate and collaborate easily with others in different time zones or locations using a range of different mediums including voice, instant messaging, desktop sharing and video, and integrates with Microsoft Office programs such as Microsoft Word, Excel, PowerPoint, OneNote, Groove, and SharePoint.
Office communicator gives you presence, the ability to see whether other users are available for a conference/ video call, or for instance a collaboration exercise, such as viewing and manipulating a Microsoft excel document. Its intuitive design makes it easy for users to communicate with features like click-to-call and the ability to shift conversations from instant messages to phone or videoconferences on the fly.
By using true Unified Messaging, all messages are delivered into one place – such as Microsoft Outlook, Lotus Notes and Mozilla Thunderbird – or over the phone using your voicemail facility.
Providing personnel with voicemail, means every member of staff can have their own individual messaging facility, called a mailbox. Once activated, normally at the touch of a button, a caller will normally be prompted to either leave a message, or press 0 for the operator, and in some cases press 1 for a mobile.
• Receive personal voicemails and faxes in Microsoft Outlook or Lotus Notes.
• View fax, Email & voicemail messages in Microsoft Outlook or Lotus Notes.
• Details include message type, and details of sender.
• Click email to have messages displayed or played.
• Save messages in Microsoft Outlook Folders
• View messages in blackberry or windows mobile devices
Unified Messaging lets you access and manage both voice and fax messages from within your email application. Unified Messaging users have the power to control how, when and in what order they wish to respond to voice and fax messages, just as they do with email messages. Heavy users of email, voice and fax messaging will experience a significant increase in their productivity by eliminating the time spent accessing multiple messaging applications. Unified Messaging is also ideal for employees that are often away from the office, giving them a single point of access for all their messages.
Your operator is the first point of contact that a caller has with your organization – leaving a lasting impression of your business. But operators face a unique set of communications challenges. They are expected to efficiently handle a large volume of calls that range from time-consuming routine inquiries through to urgent high value transactions. ZCC gives your operator superior call handling abilities, ensuring that every caller’s first impression of your organization is a positive one.
• Shows the status of held and parked calls, and who for
• Live Status of all staff, withinformation such as whether a user is on the phone, diverted to voicemail, which voicemail message…
• Allows virtually unlimited speed dials.
• Operator can use handset or headset options
• Email from within the operator console
• View history of missed, made and received calls
• Web browser within the application
ZCC gives operators more information about callers, allowing them to manage every call in a personalized and professional manner. A familiar Windows XP/Vista based interface makes the console simple to use, even for backup operators who may not use it every day. Call processing is quick and easy using the mouse or hot keys; and operators can identify and prioritize incoming calls before they answer them, ensuring that your most important callers are never kept waiting. Console gives operators all the tools they need to deliver the best possible service to your callers.
