kbullers

No one has any experience with integrating third party software on these systems?

Jazman

Hi I'm new to this site and find it hard to believe that no-one has responded to your question.

I work for a company called Zeacom that provides Call Centre\Unified Comms to multiple PBX vendors. Our product integrates to NEC Cisco and Avaya switches so I have some knowledge of those and how they integrate.

What exactly did you want to know? FYI Our product conects to an NEC via what's called an OAI link (TCP/IP), On a Cisco it use the CIsco TAPI driver and same on the AVaya IP Office.

We don't connect to a Nortel.

We have over 2000 systems installed anout 800 in Australia and about the same in the US.

You can go to our website and ask someone to call if you like?

I love our product. I've been working on it for 7 years, 3 while I was empyed at NEC and then 4 at Zeacom. Any Questions please post back.

kbullers

Hi Jazman, I've actually been checking out Zeacom and your Contact Center 4.0 product so thanks for responding, I'd be interested in knowing more details.

I work with smaller businesses typically and I've read that the Contact Center product is pricy, which is my major concern since most of these businesses have limited budgets. Could you give me any information on the base price and typical cost per agent?

Is CTI used to get real time data or only the TAPI driver? Getting real time stats like agent status and calls in queue is definitely important, as well as historical reporting. I'm not looking for anything too complex (no need for speech recognition, IVR, or collection from multiple channels like email/sms at this time).

Thanks for any info you can give!

Jazman

Honestly I'm more of a techo... so I have no idea on what the pricing is... From what I understand however it is very price competitive... and you just pay for the licenses you want.

eg. If you just want agents to log in via the handset (CT Control License)that can be quite cheap. But if you want them to have access to Desktop (CTI Software for client) then you pay for a license for that.

Voicemail is part of the base solution.

The advantage is all the software is modular... so if you feel like you want e-mail queuing later, you simply pay for the license and configuration at a later date.

In Australia most of our sites are around the 20-30 seats, however we have got some sites with 2 and others with 400... so you can see the system is quite scalable.

We also offer (may not be available in the US) what we call a Lite version. BAsically it's exactly the same product, but it has special pricing as long as it's under 10 seats.

All the software resides on 1 server which is a lower cost of ownership that other products that require multiple servers.

All the real-time and historical data is collected by the server (via the TAPI for eg) and displayed on either Desktop or via the reporting module. The reporting module is free and has an imense range of information including presence status, agent status data, queue status data etc. I think there are now about 220 different reports that you can run.

V5.0 was release about 2 weeks ago. It's worth going to the website (this website won't let me post a link) and asking someone to call you. It costs nothing to sit through an hour demo and I'm sure our American counter parts can help. They may not be nearly as good as the Aussies... but its' worth giving them a go... (You can tell them i said that. )

The product has 3-4 releases per year and each release contains new features that may\may not benefit your business.

Below is a link that is a very basic overview.
Go to the main website
Under Drill down go to UC solution for contact centre agents
Under Downloads go to Contact centre fact sheet.

Any questions please post again...

kbullers

Great, thanks!