Our Products

Contact Centre Management

Zenith’s powerful contact centre management solution enables supervisors to understand measure, improve, and track performance—managing all contact centre data through a centralized system. Call logging and intelligent archiving support your organisations compliance and quality monitoring strategies. Your users can monitor a wide range of metrics such as customer satisfaction levels, first-call resolution, handle times, and effective scheduling—all from a single interface. Tools such as performance assessments, workforce management, and real-time agent assistance allow you to improve.

• Integrated, modular product suite: Call and screen recording, agent evaluation, real-time assistance, survey, training, and workforce management modules ensure that your business delivers true quality performance
• Meaning-based approach: Strategic, actions based solution delivers a deep understanding of customers, competitors, and markets
• Multichannel analytics: Gain customer and workforce insight through all interaction touchpoints regardless of form: phone call, email, chat, website visit, or social media chatter
• Call logging or selective recording: Log and selectively record both voice and/or screens
• Centralized evaluation and analysis: Drive contact center performance across all touch points
• Real-time assistance: Improve first-call resolution and upsell/cross-sell results
• Compliance: Maintain an unprecedented level of compliance for email, IM, chat, and audio recordings
• Evaluations, surveys, and training: Get the feedback you need, delivered and synchronized with call recordings
• Desktop analytics: Capture agent activity at the desktop to reveal how users interact with their desktop applications and to identify knowledge gaps and improve customer experience