Contact centre solutions provider Zeacom has launched a new helpdesk solution for Lync in a bid to improve response times and workflow.

ZCC Helpdesk offers skills-based routing, in-queue announcements, real-time monitoring and reporting t. The solution routes calls and emails to the most appropriately skilled person whilst the priority routing feature intends to serve that the most important customers and tasks first.

ZCC also integrates with Microsoft Dynamics CRM in order to help process contacts more efficiently and improve the customer experience.

Zeacom’s VP of Business Development, Brady Cox, said: “Today’s IT helpdesks are under constant pressure to do more with less, and are asked to manage a wide range of activities including faults, MACs, alerts, IT security and a multitude of other tasks.

“By providing advanced technology that makes the job of the helpdesk easier, organizations can not only increase job satisfaction and reduce attrition, but also control costs and promote an environment centered on teamwork and service excellence.”