View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
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.

Content from our partners
Why the tech sector must embrace faster, smarter talent recruitment
Sherif Tawfik: The Middle East and Africa are ready to lead on the climate
What to look for in a modern ERP system

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.”

Topics in this article :
Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how New Statesman Media Group may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.
THANK YOU