Zeacom Introduces Record & Evaluate Module for UC and Contact Center Platform
Zeacom, a provider of unified communications and contact center software for small-to-medium-sized enterprises, today introduced its Record & Evaluate module. A key add-on to its Zeacom Communications Center (ZCC) platform, this technology enables contact centers to record and evaluate customer calls wto improve regulatory compliance and raise agent performance.
“IP-enabled tools, like Record & Evaluate, have greatly increased the value of contact centers and their teams. As these facilities migrate to automation and IVR technology for the more basic customer interactions, customer service agents will be utilized more frequently for high value or complex queries,” observed Miles Valentine, Zeacom's CEO. “The worldwide economy may be improving, but workforces are shrinking. As such, we felt it was critical to provide the small-to-medium-size enterprise with the tools to ensure that their customers are being serviced with efficiency, respect, detail and care.”
The Zeacom Record & Evaluate module provides agents with real-time feedback that helps them reach agreed-on benchmarks, and enables contact center managers to closely align individual remuneration with performance. Human resources and training managers can now create and use customized reports to assess agent performance against preferred customer service metrics; criteria can be selected from a database comprised of more than 350 pre-defined behaviors, or via custom templates.
“Sales calls, customer follow-ups and support calls, as well as orders placed and confirmed, can all be improved by regular examination and constructive analysis,” says Brady Cox, Zeacom's vice president of sales. “In addition, providing service agents with access to recorded conversations will quickly resolve disputes which impact the customer experience and organizational productivity.”
The recording application allows for all incoming calls, or just those from selected extensions, to be recorded, forwarded, used in training and archived. This functionality makes it simple and cost effective to search for and retrieve conversations in line with regulatory requirements.