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Enghouse History

Zeacom, acquired June 2012, is now part of Enghouse Interactive, a division of Enghouse Systems (TSX: ESL). Enghouse’s global groups of companies represent approximately 600 employees, hundreds of partners and thousands of customers worldwide. Union of products and expertise

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Enghouse History

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  1. Zeacom, acquired June 2012, is now part of Enghouse Interactive, a division of Enghouse Systems (TSX: ESL). Enghouse’s global groups of companies represent approximately 600 employees, hundreds of partners and thousands of customers worldwide. Union of products and expertise Enghouse Interactive offers a wide range of flexible and scalable solutions covering all aspects of organizational communications from leading providers: Arc Solutions, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom.

  2. Acquired SafeHarbor 2013 Enghouse History Acquired Vision 2012 Enghouse is a leading global provider of interaction management solutions. Its strategy is to build a large diverse enterprise software company through strategic acquisitions and managed growth. Further information about Enghouse may be obtained from its web site at www.enghouse.com. Acquired Zeacom 2012 Acquired Cosmocom 2011 Sustained Profitability Acquired Telrex 2010 Acquired Mettoni 2010 Product Growth Acquired Pulse Voice 2009 Acquired Trio 2009 Acquired Envox 2008 Acquired Fluency Voice 2008 Acquired Syntellect 2002 Acquired Apropos 2005 Acquired Teloquent 2004 Enghouse product portfolio includes full suite of UC and Multi-Media Contact Center solutions including, carrier solutions, IVR, Presence, CTI Interfaces and Development Tools.

  3. Over 4,000 customer sites in 35 countries

  4. Some of our 4,000+ Call Centers

  5. Recent Zeacom on Lync

  6. Coming Soon…

  7. Lets Play 949-229-0402 Like us on Facebook & Post a Picture http://www.facebook.com/pages/ Zeacom-Social-Media-Demo/166303640052554 25.Sales@zeacom.com http://www.zeacom.com/eromeo/demo

  8. MULTI-MEDIA INTERACTIONS OUTBOUND VOICE (ACD) INTERACTIONS POST CALL SURVEY INBOUND VOICE (ACD) INTERACTIONS WORKFORCE OPTIMIZATION i.e. Voice & Screen Recording, Agent Evaluation and WorkForce Management INCREASE PEOPLE’S EFFECTIVENESS IMPROVE CUSTOMER EXPERIENCES CUSTOMER INTERACTION AUTOMATION (i.e. Dynamic IVR or Communications Portal) ACTIVITY PRESENCE WORKFLOW MANAGEMENT (i.e. Enhanced Routing Module) COLLABORATION (i.e. Chat & Conference) INTELLIGENCE TO DRIVE IMPROVEMENT SCREEN-POP / CLICK-TO-DIAL (i.e. Over 60 Plug-ins & SDK’s) MOBIILITY AUTOMATED OUTBOUND CALL CAMPAIGNS (i.e. Autodial) CONSOLE VOICE & FAX MESSAGING ENHANCED BUSINESS INTELLIGENCE (i.e. Custom Reports, Dashboards and Scorecards)

  9. Zeasy

  10. Optimize Automate Unify Zticky

  11. Start With WHY

  12. Zeacom Communication Center (ZCC) Solution Suite • Skills-Based Routing, Customizable reports, AA, GUI-based administration - Zeacom License – Contact Center Connector • IB/OB call control; monitor real-time agent / contact center statistics with a Desktop interface - Zeacom License – Voice Agent • Queuing of any customer communications channel: Email, Chat, FAX, SMS, Social Media - Zeacom Licenses – Media Agent • Queing of outbound calls, Preview , Power or Auto dialing, • Zeacom Licenses – Outdial Agent, Autodial • Web based dashboard and Real time stats via Web or Mobile apps with no need for VPN– Zeacom License – Real Time Statistics • Ability for callers to hang-up and retain position in queue, with automated queuing – Zeacom License - Callback • Integration to other applications, screen-pops, CRM integration Zeacom Licenses – CRM Integration, Integration SDKs • Fully customizable Speech Rec IVR - Zeacom Licenses – IVR Port, Text to Speech Port, Speech Recognition Port • Voice & screen recording, quality monitoring, record-on-demand, agent evaluation, - Zeacom Licenses – QMS

  13. Lync in the Call Center • Multimedia Communication Escalation • Social Commerce, Reactive / Proactive • The Visual Call Center • GUI versus NUI

  14. What's the BEST way to Communicate? Efficacy in Escalation

  15. Social …Commerce? eWord of Mouth brings us what? • Advertise • Voice of the Consumer • Public Relations • Vend • Business Intelligence

  16. Social …Commerce? eWord of Mouth brings us what? • Advertise • Voice of the Consumer • Public Relations • Vend • Business Intelligence

  17. http://www.youtube.com/watch?v=Al-tha2nkDA • HP and Nascar

  18. Social …Commerce? Reactive Proactive

  19. How do you delete a video from YouTube?

  20. Mayday Button

  21. The Visual Call Center

  22. Click to Communicate Community

  23. Graphic User Interface (GUI)Naturalized User Interface (NUI)

  24. Faster Smarter Lync

  25. These architectures do not preserve voice deployment opportunity or Plus CAL licensing Many Contact Center Competitors on Lync with their own IP PBX using SIP Gateway • SIP PBX Server: • Announcements • IVR • Routing rules • Held queue calls SIP PBX • SIP PBX Client: • Presence shared • Directory look up • Transfer action • Conference bridge Agent Knowledge Worker

  26. High Level Zeacom Architecture Visit for a overview: http://extranet.zeacom.com/lync/LyncCall.html

  27. PBX Migration or Co-Existence PSTN E1/T1 LAN/WAN Hardware VPN Gateway or SIP Trunk Existing PBX IM/Presence TAPI TSAPI OAI SIPEnabled ZCC Contact Center SIP UCMA LAN/WAN Proxy / Web Service Lync Pool Conferencing

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