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ZeeVaa Communications: Boutique Consulting for Contact Center
Contact centers face a diverse range of challenges in their efforts to provide superior online customer experience. Resolving customer issues promptly requires the right set of the latest technologies and digital tools. As a result, businesses need a partner that helps improve productivity and meets the performance metrics of their contact centers. In such a demanding ecosystem, ZeeVaa Communications has been actively involved in investigating customer issues and analyzing product and services that will benefit contact centers. “Rather than specializing in a specific product or solution, we select a solution according to a client’s needs and develop any lacking functionality in-house,” states Toshiaki Suzuki, chief strategy officer of ZeeVaa Communications. From network planning, hardware and software selection, to procurement and deployment, ZeeVaa provides customers with optimal infrastructure solutions. The ZeeVaa team is also adept at providing operations and monitoring services to support the entire lifecycle of a customer’s contact center systems.
Illustrating the company’s extensive service capabilities, Suzuki mentions how Zeevaa helped Rakuten Communications, a group company of global innovation leader Rakuten, Inc, an information and communications technology company, develop a new platform for its contact center services. At the request of Rakuten Communications, ZeeVaa assisted in the research, evaluation, and selection of products and services from within and outside Japan that were utilized in their service platform for contact centers.
ZeeVaa’s business scope constitutes the entire call center system life cycle. The company responds to client requests by combining solutions provided by domestic and foreign contact center technology vendors such as Avaya and Genesys to name a few. Consequently, clients can choose a solution that suits their budget and complements the experience and skills of their personnel. This, in turn, enables them to deploy better products and services. ZeeVaa develops any function that is not provided by major vendors, for instance, the team has built softphone, seat map, and wallboard applications for products such as Genesys PureCloud Platform and Genesys Pure Engage. Furthermore, ZeeVaa’s prowess extends to developing computer telephony integration (CTI) systems widely used in contact centers and linking them to other applications such as integrated customer response systems. “We are familiar with legacy CTI products, and propose solutions that make use of our customer’s existing products,” adds Suzuki.
Recently, ZeeVaa has launched a product called Contact Series, which provides powerful support for contact center operations by displaying the status of calls and agents and sending alerts about operational problems in real time. It also supports multiple PBX providers and makes it easy to deploy services. Depending on the provider, the service can be started in as little as one business day. Contact Series includes Smartphone de contact, a web browser-based application that allows customers to interact with an operator through voice video, and text from a smartphone. Map de contact, a seating chart cloud service helps manage and monitor contact center operators within an office location. Additionally, Wall de contact, a bulletin board service displays call center key performance indicator information in a layout desired by the customer.
Moving forward, ZeeVaa aims to utilize artificial intelligence to analyze the data of customers held by contact centers and provide insights for achieving operational excellence. With the company handling an ever-increasing number of projects, ZeeVaa is poised to be a leading solution provider in the contact center space.