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December 7, 2009

Zeacom unveils Record & Evaluate module

Claims to enable contact centres to record and evaluate customer calls

By CBR Staff Writer

Zeacom has launched its Record and Evaluate module, an add-on to Zeacom Communications Center (ZCC) platform, which it claims to enable contact centres to record and evaluate customer calls with ease and accuracy, improving regulatory compliance and raising agent performance.

The Zeacom Record & Evaluate module provides agents with real-time feedback that helps them reach agreed-upon benchmarks, and enables contact center managers to align individual remuneration with performance, the company claims.

The company said that the human resources and training managers can now create and utilise customised 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.

The company claims that the recording application allows for all incoming calls, or just those from selected extensions, to be recorded, forwarded, used in training and archived. The functionality makes it cost effective to search for and retrieve conversations in line with regulatory requirements.

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Miles Valentine, CEO of Zeacom, said: “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 utilised more frequently for high value or complex queries.

“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.”

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