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

Email

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

Email

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