Zeacom

Report
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 expertise
Enghouse 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
SafeHarbor
2013
Acquired
Vision
2012
Acquired
Zeacom
2012
Enghouse History
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
Cosmocom
2011
Acquired
Telrex
2010
Acquired
Mettoni
2010
Acquired
Syntellect
2002
Acquired
Teloquent
2004
Acquired
Apropos
2005
Acquired
Fluency Voice
2008
Acquired
Envox
2008
Acquired
Trio
2009
Acquired
Pulse Voice
2009
Enghouse product portfolio includes full suite of UC and Multi-Media
Contact Center solutions including, carrier solutions, IVR, Presence, CTI
Interfaces and Development Tools.
Over 4,000
customer sites in
35 countries
Some of our 4,000+ Call Centers
Recent Zeacom on Lync
Coming Soon…
Lets Play
949-229-0402
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
MULTI-MEDIA
INTERACTIONS
OUTBOUND VOICE
(ACD) INTERACTIONS
POST CALL SURVEY
INBOUND VOICE
(ACD) INTERACTIONS
IMPROVE
CUSTOMER
EXPERIENCES
WORKFORCE OPTIMIZATION
i.e. Voice & Screen Recording, Agent
Evaluation and WorkForce Management
INCREASE
PEOPLE’S
EFFECTIVENESS
CUSTOMER INTERACTION AUTOMATION
(i.e. Dynamic IVR or Communications Portal)
ACTIVITY PRESENCE
COLLABORATION
(i.e. Chat & Conference)
INTELLIGENCE
TO DRIVE
IMPROVEMENT
MOBIILITY
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)
CONSOLE
VOICE & FAX
MESSAGING
ENHANCED BUSINESS INTELLIGENCE
(i.e. Custom Reports, Dashboards and Scorecards)
Optimize
Automate
Unify
Start
With
WHY
Zeacom Communication Center (ZCC) Solution Suite
Routing, Reporting, Admin
Skills-Based Routing, Customizable reports, AA, GUI-based
administration - Zeacom License – Contact Center Connector
Voice Agents with Desktop
IB/OB call control; monitor real-time agent / contact center
statistics with a Desktop interface - Zeacom License – Voice Agent
Multimedia Interaction
Outbound Dialing
Dashboards and BI
Callback / VM Queuing
CEPB and Process Automation
IVR and Post Call Survey
Call Recording and Evaluation
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
Integration to other applications, screen-pops, CRM integration
Zeacom Licenses – CRM Integration, Integration SDKs
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
Lync in the Call Center
•
•
•
•
Multimedia Communication Escalation
Social Commerce, Reactive / Proactive
The Visual Call Center
GUI versus NUI
What's the BEST way to Communicate?
Efficacy in Escalation
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=Altha2nkDA
• 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)
Faster
Smarter
Lync
These architectures do not preserve voice
deployment opportunity or Plus CAL licensing
Many Contact Center Competitors on
Lync with their own IP PBX using SIP
Gateway
•
•
•
•
SIP PBX
Agent
•
•
•
•
SIP PBX Server:
Announcements
IVR
Routing rules
Held queue calls
SIP PBX Client:
Presence shared
Directory look up
Transfer action
Conference bridge
Knowledge Worker
High Level Zeacom Architecture
Visit for a overview:
http://extranet.zeacom.com/lync/LyncCall.html
PBX Migration or Co-Existence
PSTN
E1/T1
Existing
Gateway
PBX
or SIP
Trunk
SIP Enabled
LAN/WAN
Hardware VPN
IM/Presence
TAPI
TSAPI
OAI
ZCC
Contact Center
SIP
UCMA
Lync Pool
LAN/WAN
Proxy / Web Service
Conferencing

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