Database Integration

When implementing a new call centre, you may want to integrate your telephone system to your current or new database.

Integration between information systems and communications technology has become one of the most sought after ways to improve and automate customer service applications. The combination of these technologies improves efficiency and increases service quality without increasing operating expenses or requiring additional staff.

Computer Telephony Integration (CTI) is the seamless blending of voice and data resources into a work flow process. A CTI link between a customer management system and your NEC telephone system and Zeacom server will allow software to control call-switching functions, while at the same time ensuring that all available information about each customer is routed with the call in the form of part of the screenpop to the agent’s desktop computer.

Integrated voice and data systems improve services levels in a number of ways. Callers are greeted by an agent who knows whom they are speaking with and possibly how they might help before they answer the call, or for customers do not need to repeat information to an agent, since it has already been captured by the CTI application. Integration can significantly reduce call talk times resulting in agent productivity gains, as well as improving the customer service levels experienced by the caller.

Regardless of whether an “off-the-shelf” or customized approach is taken, each integration project can
include the following features and functionality:

Screenpops – can enable agents with fast access to customer data and applications on their one screen. Customer data is represented in a logical format that can be customized to meet specific contact center requirements.

Rerouting of calls – the Zeacom contact centre will adjust the priority of incoming calls and ensure VIP callers get the care they deserve by querying an external database and adjusting the routing rules based on customer information. This feature is available with the Enhanced Routing Plug-in

Telephone Control from the Agent’s Desktop – empowers your customer service agents with the means to perform telephony functions such as answer a call, transfer a call, make a call, hang up a call from their PC.

Real Time Statistics – available to supervisors and specified agents for both the contact center and the third party applications.

Use of Standard Communication Protocols – reducing project complexity and simplifying administration. Protocols include DDE, COM, TCP/IP, and ODBC.

Wrapup Codes – can be utilized

  • Improved Agent Efficiency – screenpops automatically provide the agent with the details of who is calling and all relevant caller information. This reduces agent talk times by an average of 15 seconds per call1 as all relevant information is immediately available to service that caller.
  • Lower Network Costs – shorter talk times also assist in reducing wait time in the queue for other callers. Both these factors have a compounding effect on your network and telecommunications costs.
  • Personalized Service – customer services representatives know who is calling and can offer a more personalized level of service. Calling line ID with ZCC Phonebook means that customers are recognized by their name and not as a number.
  • Generate More Revenue – screenpops can be designed to display not only customer details but also any other information that might be of interest to that caller. This could include special pricing information, promotional offers and other services that the agent can then relay to the caller.
  • Improved Customer Service – having caller information immediately available allows agents to service callers more professionally and accurately – improving their perception of the contact center.
  • Improved Customer Information – the customer database is screenpopped to the agent every time the customer calls in, allowing the agents to check relevant customer information on an ongoing basis (such as address details). This significantly improves the accuracy and value of customer database records, as they are always up to date.
  • A Complete Solution – Zeacom provides the intelligent call delivery functionality required by the contact center and the integration services needed to link this with a third party application. A single solution from one supplier significantly reduces project costs and simplifies ongoing support and administration issues.


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