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1 Optimize Multimedia Contact Center Respond to customers faster and easier, no matter how they contact you

2 Quick facts We re contact center experts Zeacom has 20 years of experience and 200 staff dedicated to creating worldclass contact center solutions. We understand your business Industry sectors using our contact center solutions include IT&T, financial services, government, healthcare, retail, education, travel, automotive and many more. Agents and supervisors love our desktop tools They tell us that their favorite feature is Zeacom s Agent Desktop, because it makes their job so much easier. A solution you can count on 4,000 customers around the world chose Zeacom solutions and 77,000 agents use our software every day. Pick the platform that s right for you Our contact center solutions work on Avaya, Cisco, NEC and Microsoft Lync, so you can leverage your existing phone system or invest in the latest technology when you re ready. Respond to customers faster and easier, no matter how they contact you zeacom.com/contact-center

3 Contact centers that Give your agents the tools to bring your customers closer and watch your business performance soar A Zeacom Multimedia Contact Center solution can improve the customer brand experience faster than any other business initiative you might be considering. Whether you have a simple helpdesk or a sophisticated multichannel contact center, customers will experience less waiting, less frustration and less dissatisfaction. And your agents will have what they need to be more helpful, more efficient and more motivated. It all adds up to a difference that will have a positive impact on your bottom line. Customers have complete and equal confidence in placing orders by phone, or fax. Paul McCormack, National Customer Service Manager, Bridgestone Australia Common contact center pain points 1. Tightening budgets Recent economic challenges have tightened budgets in every industry sector. Call center managers are continually expected to achieve more with less money and fewer agents. 2. Attrition and absenteeism Attrition has consistently been quoted as one of the biggest worries for contact center managers worldwide. Along with staff absences, a high level of attrition reduces quality of service, increases costs, creates a negative customer experience and places huge stress on the remaining agents. 3. Under and over resourcing Managers find it hard to resource their contact centers efficiently, because they lack reliable information about demand. Thinly-spread resources can leave your contact center high and dry during peak call times. Over-resourced centers are a waste of money. 4. Poor first-call resolution Passing calls around the organization looking for someone who can help isn t good for business. Every call transfer has a negative impact on customer satisfaction because it wastes time and increases frustration. And of course your agents time is being wasted too, putting further pressure on resources. 5. High call abandonment rates A shortage of agents can lead to long queues of frustrated customers and high call abandonment rates. There s a risk you ll lose these customers to a more efficient competitor. High abandonment rates can also inflate future call volumes, creating a vicious cycle. 6. Under-performing agents Managing staff that aren t performing well is always a challenge even more so when your agents have revenue targets or are responsible for critical helpdesk tasks. Your business can t afford to carry under-achievers, but how do you pinpoint who isn t performing and in what areas? 7. Your center can t handle new communication channels If your call center isn t equipped to efficiently manage , chat, SMS and social media, your business is missing out on valuable opportunities. These days every customer has a preferred communication channel; they expect you to be able to receive and respond, no matter how they choose to make contact. Multimedia Contact Center

4 Zeacom Multimedia Contact Center benefits 1. Increased agent productivity Not only are agents able to answer more calls in less time, they have the information and functionality they need to help retain existing customers, source new customers and increase sales revenues. 2. More engaged agents By increasing the variety of work and matching it to your agents abilities, a Zeacom Multimedia Contact Center solution makes their job more enjoyable. It also makes your agents more efficient. Agents that have the tools to achieve their targets suffer less stress, reducing attrition and absenteeism. 3. Better resource management Intelligent routing of contacts lets you optimize the agents you have. Comprehensive reporting makes it easier to predict when you ll need more agents or if you can send the overflow to staff in other departments during peak times. You can also get more out of your existing agents by using automation to reduce handling time or offload routine inquiries. Queuing Handle s with the same care as phone calls. 4. Right person first time With a Zeacom Multimedia Contact Center solution, you can dramatically increase first call resolution. Calls can be automatically routed to the last called agent, to the most skilled agent or to another department for handling. 5. Customers spend less time waiting In efficient contact centers, agents spend less time on each call and can quickly move onto the next customer. During peak times, customers can be given the option of leaving a callback request or you can engage them with recorded music, news and messages. Offering customized announcements encourages callers to wait up to 35% longer. 6. Information to succeed A Zeacom Multimedia Contact Center solution encourages self-monitoring and healthy competitiveness between agents by providing them with easy access to real-time queue, agent and team statistics. Managers can use a combination of real-time and historical data to monitor performance, so that issues can be quickly identified and addressed before they impact on customer satisfaction. 7. Unify all your communication channels Your agents can receive and respond to every contact using a single interface, regardless of media type. Faxes, s, SMS messages, chats, social media and requests generated from the web are treated with the same care as phone calls, allowing your contact center to deliver a consistently high level of service. Social Media Queuing Listen in on social media conversations. Deliver outstanding customer service regardless of media type. With Zeacom Multimedia Contact Center, every communication is handled quickly and professionally.

5 A solution that grows with you Zeacom s Multimedia Contact Center is a modular solution. Beginning with the foundation, you can add functionality as requirements and budget dictate. Additional functionality includes: Voice Interaction, Multimedia Interaction, Outbound Contact and Business Intelligence. Workflow engine Begin with a foundation for world-class customer service Give agents, supervisors and managers real-time views of contact center activity. Reduce call handling times using in-queue announcements, raise service levels and lower call abandonment rates. Increase productivity and customer satisfaction using intelligent call routing. Present vital data that allows better management of people and resources. Voice interaction Enhance customer service levels and reduce costs Use Interactive Voice Response (IVR) to automate routine, repetitive inquiries like What s my account balance? Capture customer information up-front so you can direct calls to the most appropriate agent or move high value customers to the front of the queue. Offer waiting customers a callback option to reduce peaks in call volume and increase agent productivity during less busy times. Measure customer satisfaction with instant post-call surveys. Improve customer experiences Agents will find it easy to achieve best-practice management of incoming and outgoing customer contact, regardless of media type, so that customers are consistently impressed with the standard of service they receive. How Multimedia Contact Center Delivers Value VOICE INTERACTION WORKFLOW ENGINE MULTIMEDIA INTERACTION MULTIMEDIA CONTACT CENTER OUTBOUND CONTACT FORECASTING AND METRICS Increase your team s effectiveness Agents, supervisors and managers have all the functionality they need in one place, enabling them to do their work better and faster. Team performance is enhanced by shared information. Intelligence to drive improvement Business intelligence generated by real-time data and historical reporting improves decision making and ensures optimal use of expensive contact center resources. IMPROVE CUSTOMER EXPERIENCES BRING CUSTOMERS CLOSER INTELLIGENCE TO DRIVE IMPROVEMENT DELIVERING INCREASED REVENUE & LOWER COSTS INCREASE PEOPLE S EFFECTIVENESS Multimedia Contact Center

6 Multimedia interaction Bring your contact center into the 21st Century Offer your customers the freedom to communicate however they like phone, fax, , SMS, web chat or social media. Bring all communications into one place, so that nothing falls through the cracks and agents can give every contact equal attention. Interact with customers through social media your people can listen to online conversations about your brand, talk to customers using web chat, and monitor Facebook and Twitter activity through your contact center. Engage your agents and increase their job satisfaction, multimedia interaction makes their work more interesting. Outbound contact Turn your contact center into a profit center Reach out to your customers during off-peak inbound calling periods by automatically offering outbound calls to agents. Conduct surveys to gain vital insights into your customers needs and wants. Lift customer satisfaction by proactively contacting them with relevant information. Shave time of each call with click-to-dial functionality. Test the effectiveness of various sales approaches and chart overall results with powerful reporting tools. Business intelligence Understand and optimize contact center performance Find out what s going on and manage exceptions on the spot using real-time data. Get a clear picture of historical performance and trends using more than 200 out-of-the-box reports. Create fully automated custom reports that save time and effort for your supervisors and managers. Leverage the intelligence provided by reporting to make better decisions and create accurate forecasts. Monitor individual agents to identify top performers, as well as those who might need more training. Learn more about the Zeacom difference To fully understand the benefits for your business, talk to one of our subject matter experts. We ll tailor a contact center solution that s designed to meet your specific needs and help you bring your customers closer. Contact us at Our new callback feature prevents customers from having to wait on hold for long periods of time during peak hours. Skills-based routing directs callers to the CSR that is best-equipped to handle their specific question. Ben Zachry, Vice President, Tower Life

7 Contact details North America Zeacom Inc Cowan, Suite 110, Irvine, California 92614, United States +1 (949) zeacom.com/usa Northern Europe Zeacom Europe Ltd 28 Falstaff House, Bardolph Road, Richmond, TW9 2LH, United Kingdom +44 (0) zeacom.com/eu Asia Pacific Australia Zeacom Pty Ltd Level 6, 606 St Kilda Road, Melbourne, VIC 3004 Level 9, 46 Market Street, Sydney, NSW 2000 Level 7, 127 Creek Street, Brisbane, QLD ZEACOM ( ) zeacom.com/aus New Zealand Zeacom Ltd 5 Carlton Gore Road, Grafton PO Box 8686, Symonds Street Auckland 1150, New Zealand +64 (9) zeacom.com/nz zeacom.com 2012 Zeacom Limited. All rights reserved Our vendor partners:

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