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Zeacom, a leading global provider of Unified Communications and Contact Center solutions, recently announced that it has expanded its offering to include crisis and emergency response communications systems. The company's Business Process Automation solutions provide both private and public first responders with the resources to safeguard against any downtime that could cripple an organization's ability to communicate with those in need of emergency services.

Ernie Wallerstein, President, Zeacom, noted that, "During a natural disaster or crisis, it is essential that first responders have communications systems in place that not only maintain operations , but also provide the functionality and automated processes to ensure the highest possible operational efficiency."

He continued, "Zeacom, which works with more than 2,800 enterprises worldwide, utilizes its proven business communications and Process Automation solutions to help organizations avert customer panic attacks and public hysteria, as well as avoid potentially devastating consequences caused through delays or human error when the lines of communications are not open and effective."

An example would be found on both the institutional and consumer finance fronts, customer service and internal collaboration are mission-critical - especially during a crisis. Following the U.S. financial market meltdown during the first week of May 2010, several banks, wholesale and trading firms reported double-digit percentage increases in customer queries and response. To meet these challenges, several of these institutions - internationally and domestic - are utilizing Unified Communications software to more efficiently manage all customer contacts and communications within the organization, regardless of the method used – voice, email, fax or instant message/chat.

Zeacom has a proven track record helping financial services firms avert client concerns through implementing: Skills Based Routing – for transferring customers to the representative best suited to address their needs; Call Back and Call Routing - provides customers with an effective tool t reach customer service representatives (CSRs) without having to wait long at peak time (It also empowers CSRs to route callers to the last agent who handled a particular caller, if that CSR is available; Caller Information via Screen Pops – provides the CSR with the caller's information upon answering and reduces time spent with each caller and helps the CSR focus on the individual caller's needs; Enhanced Reporting - enables CSRs and management to look at data in a virtually unlimited number of scenarios, and provides performance and statistical reporting for an entire enterprise.

With Zeacom software in place, organizations – both public and private – now have the capabilities to usher in a new sense of teamwork, operational efficiency and service.

About Zeacom
Zeacom is a leading provider of Unified Communications and Contact Center solutions. More than 2,800 organizations, across 27 countries, use Zeacom's business communications and Process Automation software to improve efficiency and enhance customer service.

SOURCE: Zeacom