Taking into account all aspects of the Operator’s role, the RoI Calculator compares the time it takes to perform typical communications tasks using traditional methods with the average savings when undertaking the same tasks with Zeacom’s Operator Console. Taking a standard organisation with 1000 users and four operators as an example, the RoI Calculator demonstrates savings of up to £1800 per month based on the amount of time saved by utilising integrated the rich presence features.
Samuel Williams, General Manager of Zeacom Europe, explains, “The role of the Operator as the first point of contact is integral to maintaining high customer service levels. In the rush of IP telephony roll-out, the Operator has been overlooked or forgotten, but they still play a pivotal role as the glue that connects everybody, which is your shop-window. We have found that by giving the operators the tools they need, IP telephony is starting to deliver on its promise.
“In tight economic conditions client retention is more important than ever, and customer service can be a key differentiator. At the same time, IT Managers are required to justify all investments they make. Demonstrating RoI is no longer a ‘nice-to-have’ to aid purchasing decisions but is a critical component.”
Whilst the RoI Calculator measures productivity gains in fiscal terms, there are a number of softer benefits to be achieved from Zeacom’s Operator Console. The integrated features also provide benefits such as reducing operator frustration, increasing staff retention and improving customer service as Steve Brooks, IT director at the global real estate agency, Savills, explains:
Steve Brooks, IT director at the global real estate agency, Savills, explains, “The fiscal results offered by this RoI Calculator are just the tip of the iceberg. Since implementing the Operator console we have witnessed demonstrable efficiency savings. The presence features are easy-to-use and have clearly speeded up call processing whilst seemingly smaller issues, such as providing operators with the simple search facilities , make a big difference, enabling us reduce permanent head count as temporary staff are able to use the system with minimal training. From a business continuity perspective we are able to quickly restore operator service from any location immediately without loss of service.”
Peter Howells, Managing Director of 5i, comments, “Historically, UC has eluded traditional RoI calculators, as it is difficult to quantify increases in workforce productivity or efficiency in financial terms. The launch of this Calculator provides channel partners with the rare opportunity to clearly demonstrate the RoI that organisations can achieve through the deployment of intuitive UC - a must have tool for resellers looking to sell in today’s economic climate. No other UC company I know of is offering a tool like this.”
The Zeacom Operator Console forms part of ZCC, a single application suite that spans knowledge workers and multimedia contact centre agents. Converging the best elements of Cisco call control and Microsoft messaging infrastructure – and incorporating full Skype and MSN interworking - ZCC delivers a user-intuitive solution for unified voice, mobile and messaging.