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Innovative Solution Optimizes Helpdesk Productivity, Improves Response Times and Workflow, and Integrates Seamlessly with Microsoft Dynamics CRM

ZCC Helpdesk offers a wide range of features and functionality, including skills-based routing, in-queue announcements, real-time monitoring and reporting. ZCC Helpdesk queues and routes calls and emails to the most appropriately skilled person, and Priority Routing ensures that the most important customers and tasks are attended to first. In addition, ZCC integrates with Microsoft® Dynamics CRM to help process contacts more efficiently, and to dramatically improve the customer experience.

“ZCC Helpdesk is a comprehensive solution that allows IT managers to boost their helpdesk’s performance and deliver a higher level of customer service,” said Zeacom Vice President of Business Development, Brady Cox. “Today’s consumers want to have their problems resolved during their first contact with an organization. The helpdesk environment is no exception. ZCC Helpdesk provides IT support staff and their managers with the tools and information they need to improve both response and resolution time.”

With ZCC Helpdesk, calls and emails are delivered to team members only as they become available. In addition, the solution’s inherent flexibility enables routing to be automatically adjusted for varying situations based on myriad criteria, such as wait time, agent workload, core competencies and time of day. Accordingly, if a contact or query is kept in the queue for too long, ZCC then delivers it to the next available person.

By providing a real-time, 360 degree picture of helpdesk performance and activity, ZCC’s desktop interface simplifies monitoring and empowers support staff to proactively address bottlenecks before they can impact customer service. In addition, the Snapshot application displays up-to-the-minute data and exception reporting for managers on the move in a highly visible, customizable format.

“Today’s IT helpdesks are under constant pressure to do more with less, and are asked to manage a wide range of activities including faults, MACs, alerts, IT security and a multitude of other tasks. By providing advanced technology that makes the job of the helpdesk easier, organizations can not only increase job satisfaction and reduce attrition, but also control costs and promote an environment centered on teamwork and service excellence,” added Cox.

Zeacom, an Enghouse Systems company, is a leader in communications solutions delivering Multimedia Contact Center, Business Process Automation and plug-in Unified Communications functionality that bring customers closer. Established in 1994, every day more than 4,000 sites rely on our enterprise-quality solutions to improve the customer experience, increase productivity and understand their communications workflows.

A managed Independent Software Vendor (ISV) on Microsoft Lync, Zeacom has partnered with NEC for 17 years, and is a Cisco Premier Partner and a registered member of the Avaya DevConnect program, with partners and offices in North America, Northern Europe and Asia Pacific.

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About Enghouse Systems Limited
Enghouse Systems Limited is a leading global provider of enterprise software solutions serving a variety of vertical markets. Its strategy is to build a large diverse enterprise software company through strategic acquisitions and managed growth. Enghouse shares are listed on the Toronto Stock Exchange. Further information about Enghouse may be obtained from its web site at

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