Zeacom

Office Phone System

Telefonix: Personal Service

Telefonix pay the utmost attention to going the extra mile to help you understand technology and to make your technology acquisition a transparent, comfortable one, backed up by as much information as you need and as many demonstrations as you should ever want. That's why we're here - to help you.

Telefonix credentials include Avaya SME Expert, Avaya Partner in Customer Excellence and Microsoft Small Business Specialist. Besides our experience of the IP Office system with over 2500 installs under our belt, Telefonix Voice & Data also has a unique set of IP Office phone system packages unique to the UK.

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Zeacom

Zeacom is an Avaya IP Office contact and call centre solution for organisations with contact and call centres with between five and 384 agents. More than 2800 small and medium-sized organizations across 25 countries use Zeacom’s business communications software to improve communication, collaboration and productivity. Zeacom partners with Microsoft, Cisco, Avaya and NEC and also integrates other market leading application providers.

Zeacom and IP Office offers SMEs something that other IP Office contact centres find hard to match – simplicity. The Zeacom contact and call centre solution is built on a single source code, from the ground up, and offers their solution through one server, one application and one administration interface.

Zeacom's IP Office Solution

  • IP Office with Zeacom is highly configurable for individual company requirements
  • Zeacom is an Avaya DevConnect partner
  • Telefonix Voice & Data were the first Zeacom partner in the UK
  • Zeacom is a single point solution with a single CTI server platform provides comprehensive functionality. Reduce your total cost of ownership knowing you have less software to update and hardware to maintain.
  • Familiar Microsoft® look and feel
  • Presence capability for everyone. Presence and call reporting allows managers to monitor team activity, helping to enhance employee performance
  • Benefit from simplified call handling - using the common GUI, users easily manage all their communications from their desktop
  • Consistent operation across the product means little training required
  • A wide range of 3rd party interfaces allows to boost customer service and productivity
  • Treat the mobile and the desk phone as a single device, using one number and one mailbox
  • Say goodbye to the frustrations and delays setting up and managing conferences
  • Modular and scalable; Zeacom's IP Office contact and call centre solution will grow with your business
  • Contact centre heritage applied across the enterprise provides, for example metrics reporting and enterprise visibility
  • Be competitive; high end functionality specially designed for SME’s
  • A Zeacom IP Office Contact centre can scale from 5 to 384 customer service representatives
  • Benefit from Zeacom's 16+ years experience implementing contact centre solutions
  • Extend your contact centre’s performance by increasing automation

Zeacom IP Office Agent Desktop empowers contact centre agents and managers with a transparent view into all activities and progress throughout the contact centre and organization. This includes inbound/outbound calls, on/off hook, availability and activity, service level stats covering agents, queues and more.

A Zeacom IP Office Contact centre provides agents with a smart multimedia solution that can cope efficiently with large numbers of inbound inquiries and outbound contacts – by email, fax, web chat, SMS or phone. Your agents will deliver a superior performance that has a positive impact on customer satisfaction, callers’ brand experience and revenues. Using over 200 standard reports will help the Zeacom IP Office contact and call centre solution to finetune contact centre performance. More importantly though, you will empower your agents by introducing real-time self-monitoring functionality with Agent Desktop - so they can further improve self management of their workloads. Key functionality of Zeacom's IP Office Contact And Call Centre Solution:

  • Value-based routing
  • Skills-based routing
  • Activity presence
  • Global directory
  • Unlimited customized announcements, including position in queue and estimated time to answer
  • Standard or custom reporting
  • Preferred and last agent routing
  • Inbound/outbound blended call handling
  • Post-Call Survey
  • GUI based Auto Attendant
  • Concurrent licensing
  • Multimedia and queuing ready

Upping Your Customer Service with Zeacom

Your operator is often the first point of contact that a caller has with your organization – leaving a lasting impression of your business. They are expected to handle a large volume of calls ranging from time-consuming routine inquiries to urgent high-value transactions. Zeacom's IP Office contact and call centre solution gives your operator superior call-handling abilities – ensuring that every caller’s first impression of your organization is a positive one.

  • Increase sales opportunity - Improve customer satisfaction as callers are connected to the right person more quickly, and receive personal service. Encourages repeat business.
  • Minimal additional hardware investments - Application can be accessed anywhere on the network, so back-up operators can pick up overflow calls without any additional costly hardware.
  • Work smarter - Enable one operator to manage calls for multiple companies or serviced offices. Reduce unnecessary staff count.
  • Speed up call processing - With quick mouse clicks and hot keys to available people.
  • Reduce call abandonment - Increase revenue opportunity by keeping customers informed.
  • Record conversations - Place them as messages in recipient’s inbox. Solve potential disputes painlessly.
  • Easy to learn - Temporary staff love it!

Common Questions

How do we increase the revenues generated by our contact centre through Zeacom and IP Office?

  • Answer more calls and reduce call abandonment
  • Give high-value customers or transactions priority handling
  • Cross-sell and up-sell using customized announcements
  • Measure campaign success with data reports
  • Run outbound campaigns to generate new business or farm your base
  • Capture more calls by offering alternatives to waiting or hanging up
  • Screen-pop key information about customers, highlighting account status and up-sell information

How do we control costs in our contact centre through Zeacom and IP Office?

  • A single desktop interface for handling multimedia contacts ensures optimum utilization of agent time
  • Simple, intuitive user interface increases agent efficiency
  • Skills-based routing reduces talk time and transfers between agents and increases first call resolution
  • Blending inbound and outbound calling increases agent utilization
  • Self-service options offered via an integrated IVR free up resources

How do we ensure that we deliver consistently high service levels to our customers using Zeacom and IP Office?

  • Apply consistent contact handling methods to all media types
  • Pre-configure safety nets for emergency or high volume situations
  • Deliver to pre-defined backup agents when thresholds are reached
  • Take action based on the real-time status of agents and queues
  • Use a range of predefined or customized reporting options to measure performance

Are there other ways we can optimize the level of service we provide through Zeacom and IP Office?

  • Play customized announcements to callers on hold
  • Change call forwards and voicemail greetings for your colleagues from the console
  • Distribute fax and voice messages to individual staff for follow-up via centralized control
  • Transfer callers to a user’s voice messaging even when the extension is not already forwarded there
  • One-click recording while caller is speaking allows operator to forward a recording of the conversation to the appropriate person’s mailbox
  • Park-and-page. Reduce time finding people and then connecting them to a caller. Voicemail can automatically page the user so they can pick up the call themselves

How do we process calls faster and more efficiently with Zeacom and IP Office?

  • Operators can see how many calls are waiting and who the callers are
  • Calls can be routed to backup operators based on call wait time and priority
  • Operators can log on from any PC anywhere in the organization
  • ‘Point-and-click’ telephony functionality speeds up call processing
  • ‘Drag-and-drop’ recognized calls to extensions without having to answer them

How do we personalize the service we give to our callers using Zeacom and IP Office?

  • Operators can prioritize waiting calls based on caller ID or number dialled
  • Screenpops allow operators to view caller details before answering, allowing selected customers to be greeted by name
  • Presence keeps operators informed on staff whereabouts, availability and ETR.
  • Notification of ‘return to desk’ and ‘off the phone’ saves call handling time and ensures a quality response every time

Press Release August 2011: Telefonix Voice & Data Becomes First UK Zeacom IP Office Partner

Telefonix Voice & Data, the fast-growing SME phone systems solutions provider based in Surrey, today announced that it has become the first full Zeacom IP Office partner in the UK.

As Zeacom's first IP Office partner in the United Kingdom, Telefonix Voice & Data brings its clients a high degree of technical proficiency, a 12 year understanding of the IP Office platform, renowned professionalism, and unparalleled regional and vertical knowledge. Their clients, including Honda, Rightmove, O'Reilly and one of the UK's largest loan companies, span across the SME market-space, with a particular specialty in finance, insurance and service providers.

"Our commitment to providing our customers the best solutions using the best technology has confirmed our belief of just how strong the demand for state of the art contact centre software has become on the IP Office platform. This is why we are so excited about becoming a Zeacom partner," said Mike Kirby, Managing Director at Telefonix Voice & Data. "With Zeacom and Avaya partnerships, we believe that our solutions are the most complete contact centre package in the SME telephony space. As one of Zeacom's exclusive partners, Telefonix Voice & Data continues to ensure that its client needs are supported by the best possible extra layer of end-to-end service, from sales to delivery, training, and support."

Having analysed the many SME contact centre offerings available, Telefonix Voice & Data felt that the Zeacom contact centre suite offered companies the most comprehensive single point solution, needing only a single CTI server platform to provide comprehensive functionality. This allows companies to their total cost of ownership knowing they have less software to update and hardware to maintain.

Zeacom's attractions go beyond that though, from a familiar Microsoft look and feel to a presence capability for all employees, allowing managers to monitor team activity and enhance employee performance. Users benefit by easily managing all their communications from their desktop, and as the company's needs evolve, the consistent operation across the product means that little training is required. The Zeacom/IP Office combination provides enterprise-level metrics through fine granularity reporting tools providing unrivalled company business visibility.

Playing to Telefonix Voice & Data's strength as a complete bespoke solutions provider, Zeacom's software is easily customized for individual company requirements and can be coupled to a wide range of 3rd party interfaces to boost customer service and productivity. The high end functionality specially designed for SME companies is modular and scalable; growing with a business.


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New Office Address: Telefonix Voice & Data, Unit 1 Bourne Mill Business Park, Guildford Road, Farnham, Surrey, GU99PS, England map Tel: 01252 333 888, Fax 01276 401120, Company Reg: 04351046, VAT Registration GB 77195978. Telefonix Voice & Data is the trading name of Systems Supported, Reg. Office Telefonix Voice & Data, Unit 1 Bourne Mill Business Park, Guildford Road, Farnham, Surrey, GU99PS, England, a limited liability company incorporated under the laws of England. Refunds Policy | Cookie Policy

Relevant Tags: Zeacom, Zeecom, IP Office Contact Centre, IP Office Call Centre, IP Office Presence