Zeacom

I recently had the chance to speak with Ernie Wallerstein, President, Enghouse Interactive, Americas Channels, regarding some of the trends in the Lync and customer experience management (CEM) space. Enghouse offers Enghouse Interactive Communications Center (EICC), previously known as Zeacom Communications Center, and is one of Microsoft's qualified partners, providing a fully-native Lync contact center solution. Here's the Q&A that I conducted with Ernie.

As the overall UC and business communications industries continue to evolve, the players evolve as well. One company that's gone through significant transition recently is Zeacom. Zeacom was acquired and became part of Enghouse Interactive (EI) in June 2012, and is quickly becoming one of the leading Microsoft Lync-based contact center providers.

Zeacom has announced the release of the latest version of Zeacom Communications Center (ZCC), featuring mobility applications for Android, business intelligence features for contact centers, and further flexibility for PBX users who wish to integrate with Microsoft Lync.

Zeacom has announced that Zeacom Communications Center (ZCC), its contact center solution, will be interoperable with Microsoft Lync 2010.

From June 1st and onward, Microsoft Lync users can interoperate with ZCC seamlessly. As a result, customer service agents and console operators will be provided with additional tools to improve the quality of their service and efficiency.

I have been following Zeacom for many years and have been impressed by the Company's growth and evolution. While many people think of Zeacom as a contact center vendor, the company is in fact much more than that. In addition to its contact center capabilities, its core strength is in voice communications, mobility, unified messaging, IVR, outdialing and presence, leveraging partners to provide best-of-breed solutions, and Business Process Automation (BPA).