Contact Centre Fax Queuing

Faxing remains an important part of many businesses backoffice functions. Many organisations’ familiarity with faxing and an ever increasing regulatory environment means that faxing continues to be a critical organisational requirement. Many councils, organisations and companies still heavily rely on the paper trail of signatures and use faxes as the preferred order-taking method.

Fax Queuing within the Zeacom environment improves the accessibilty, control and security of your fax communications. Customers can send signed orders and other important documents directly to your contact centre system.

As a fully integrated module of Zeacom Communications Centre (ZCC), Fax Queuing applies the skills-based routing and queuing parameters within your Zeacom Contact Centre to your customers’ faxes. You can direct faxes to specific individuals or departments that are best equipped to respond to them.

Fax Queuing is also fully integrated into ZCC’s comprehensive reporting package. Contact center managers have a complete picture of all customer contacts, incorporating all media.

You no longer need to wait at the fax machine for faxes to arrive, or miss them because they’ve got caught up in a pile of print-outs for somebody else. With Fax Queuing you can view and/or print the fax at your own discretion, at the best time for you and the contact center.

  • Treats faxes in the same way as you treat phone calls, faxes are queued, then delivered to the agent once they are available to deal with them


  • If the agent takes too long to respond to the fax, the fax will be delivered to the next available agent


  • Signatures on faxes are still the only electronic legal tender used by some organisation’s


  • Fax Queuing gives the customer the option of committing to a sale with a confirmed, signed order


    • Business Drivers for Intelligently handling Faxes

    Signatures on faxes are still the only electronic legal tender used by some organizations. Your company can maximize the sale opportunities for your business by giving potential customers a simple way send signed orders through to immediately begin the purchase process.

    By utilising fax queuing you can give your customers instant contact with agents in your contact center, minimizing misplaced orders and delay frustrations. You can reduce paper confusion and interruptions by providing your contact center agents with the ability to view faxes on screen.

    By instantly responding to the inbound fax request, your agents can maintain a fluid process that is easily tracked as required. Centralize the management of all forms of customer interaction within a single environment.

    Improve efficiency and productivity of your contact center by applying skills-based routing to all communications. Centralized reporting on all contact methods gives managers the tools they need to maximize contact center productivity.


    Zeacom Contact Centre Fax Queuing

  • Fax is delivered to agents email viewer, i.e. Microsoft Outlook
  • Communication costs are lowered as callers no longer need to hold in a phone queue
  • Fax responses can be shared, and do not suffer from loss of meaning due to verbal inaccuracies
  • Faxes can be tracked, reported on and filed for later use
  • The number of faxes along with their details is displayed in the agents desktop software, however agents read the fax using their own email application
  • A fax number can have it’s own delivery pattern or mode
  • All of the functionality, such as skills-based routing, reports, operating modes, etc. is available in Fax Queuing
  • Replying to faxes is more time efficient than the usual 3-step method of print, pick up and send fax, which often involves visiting a fax machine in another part of the office


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