Announcing!Zeacom Communications Center 7.0
featuring TouchPoint
“ZCC 7.0 gives the company a stronger market position and an expanded total available market … [The release] enhances the company’s already strong integration capabilities with Microsoft Lync.”
Ken Landoline, Current Analysis
“Zeacom TouchPoint provides a new ‘minimalist’ interface designed to encourage collaboration inside and outside the contact center, improving first-contact resolution of customer needs.”
Larry Hettick, Network World
Goals of the Zeacom Product Roadmap
• Promote overarching vision and business goals– Focus on the experience of our customer’s customer– Enterprise-Grade capabilities focusing on redundancy and multi-site– Extensibility, configurability and integration capability– Lower cost of ownership (deployment and support)
• Align the products with predicted market and technology trends
– Options for deployment and licensing models– Innovative customer experience, focusing on smarter mobile access– New media channels and communication methods– Intuitive, actionable analytics
• Continuously create and maintain competitive differentiation– Evolution of new, modern user interfaces, web-enabled accessibility– New visuals, optimized customer endpoints
• Be achievable, from development and operational perspective– Tiered architecture, staged development, continued add-ons and functional growth
Devices
Applications
Media Unified Queuing and Routing
Agent Desktop (Local or Remote)
Recording & Quality
Monitoring
Reporting & Analytics
Real-Time Statistics
IB/OB Voice
Fax
Web Chat
Callback
Web Callback
Social Media
Activity
Single Integrated PlatformIntegrated Database and Reporting
Multimedia Communications Management
Communications Server / PBX Email Server Web Server
Devices
Applications
Media Unified Queuing and Routing
Agent Desktop (Local or Remote)
Recording & Quality
Monitoring
Reporting & Analytics
Real-Time Statistics
IB/OB Voice
Fax
Web Chat
Callback
Web Callback
Social Media
Activity
Single Integrated PlatformIntegrated Database and Reporting
Multimedia Communications Management
Communications Server / PBX Email Server Web Server
ZCC 7.0 Focus Areas
ZCC 7.0 Focus Areas
• Higher Scalability and Functionality on Lync(including Outdial for Lync)
• Integration to Other Products in Enghouse Portfolio(including advanced Recording and IVR)
• New Scenarios for Database Redundancy• More Intelligence in Email Queuing and Routing• Enhancements to Customer Survey Tool• Updates in Platform Support & Compliance
(including Windows Server 2012 and SQL Server 2012)
• Reinvention of the Contact Center User Experience
Quality Management
• Quality Management Suite
Quality Monitoring & Coaching• Agent Evaluation
• Computer Recording
Quality Management Suite for ZCC
Call Recording and Monitoring• Call Recording
Busin
ess In
tegra
tion
• Qu
ality
Managem
en
t API
General Business Use Informal Call Centers
Formal Call Centers
ZCC
Quality Management Suite for ZCC
ZCC 7.0 Database Redundancy OptionsD
R o
r Off
site O
ptio
n
6.2 7.0
+
High Availability
Zeacom Redundancy Module+ SQL Redundancy
Priority Handling
Team
Sales Team
Hi
I need an urgent
parcel delivered
to Green
Meadows today
please.
Thanks
Teddy Edwards
Hi
I need an urgent parcel delivered to Green Meadows today please.
Thanks
Teddy Edwards
Hi
I need an urgent parcel delivered to Green Meadows today please.
Thanks
Teddy Edwards
Routing Admin UI
Keyword-Based Email Routing
ZCC Survey Tool Now Cross-Channel
Post-Call Survey
Email Survey
Web Chat (Site) Survey
Zeacom TouchPointA New Kind of Interface for Agents and
Supervisors
The Need for Agent Satisfaction
The Top 2 Factors to Achieve Customer Satisfaction:
1. Polite and Friendly Agents2. First-Call Resolution
According to ContactBabel (2013 Survey of 205 Contact Center Managers):
Mean annual agent attrition rate (all markets): 27%
Percentage of agents satisfied with their jobs: 35%
Of those who are satisfied, two-thirds meet their call handling goals.
According to Ventana Research (2013):
The Need for Focus on the Agent Desktop
93% of contact centers require their agents to use multiple applications within a call.
81% of larger contact centers and nearly 50% of small-to-medium contact centers have specific
plans to “streamline workflow” and “simplify the agent
desktop.”
Zeacom’s Approach to Designing a New Interface
• Performed User-Centered Research– Observed Agents and Supervisors at numerous companies handling customer
interactions, handling other related work, setting goals, measuring success• In both formal and informal environments
• Looked at Other Models– Examined new interfaces from competitors, new contact center apps, new UC
interfaces, new website communication interfaces– Analyzed trends in new application design, including mobile apps
Key Drivers of the TouchPoint Design
• Make it about me– Specific to the user – their goals, their needs, their results
• Make it lean and modern– Model it on new, modern lightweight apps
• Make it intuitive and context-sensitive– Provide required functions when and where they are needed
• Minimize its required screen real-estate– Agents live in other apps (like CRM), so minimize intrusiveness
• Make it configurable and extensible– Allow services to deliver add-ons and integrations– Allow stuff to be moved around, realigned– Support localizations in all required languages
Some Key Design Elements
CRM APP
Some Key Design Elements
Some Key Design Elements
Some Key Design Elements
Some Key Design Elements (Supervisor)
Other Aspects of TouchPoint
• Completely “white label-able” and “brand-able”
• Highly extensible and customizable– Ability to add new tabs, new columns, new charts, new hover functions,
integrated data
• Currently in English, Spanish, German, and Russian– Many additional European and Asian languages coming
The Extensibility of TouchPoint
TouchPoint Demo