Supercharge Your Contact Center
Zultys’ flexible Contact Center solutions fulfill a wide range of customer service and contact center needs – from high capacity customer service operations across multiple locations to a company’s day-to-day call and front office demands.
The Inbound Call Center (ICC) software is a complete software package for the Zultys MX family of IP PBXs (the MX250 and MX30) that handles incoming calls to a group of agents, distributes the calls based on specified rules, and queues them when agents are not available to answer the calls in real time. Agents can be located anywhere in the world, as long as they have a broadband Internet connection. This provides true flexibility and around the clock coverage, without having to relocate key talent.
Key Zultys Contact Center Solution Features
- Easier access to the right skills and information, at the right time wherever and whenever they are needed through Presence, IM, Web Collaboration and more.
- Multisite and a Distributed Agent model that lets you deliver quality customer service from anywhere.
- Handy tools like Web Dial, Call Attached Data, Call Recording and more that improve your agents’ efficiency and the level of service they provide and let you meet the unique business or regulatory needs of your clients.
- Agents and supervisors use the standard company-wide User Interface (MXIE) to access multiple Agent and Supervisor Roles and let them log into multiple roles simultaneously to increase your ability to multitask and handle overflow and priority calls.
- Customized reporting tools which allow Supervisors to generate their own contact center reports through a simple drag-and-drop menu to monitor Agent and call status, define Wallboard information and access other real-time reports.
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MXreport Provides Deep Insight Into Call Handling
Zultys’ MXreport™ custom report writer provides Call Center managers and System Administrators with deep insight into call handling and agent performance and identify calls with specific customers and accounts and to comply with unique legal and regulatory requirements.
MXreport taps into nearly 50 call detail record (CDR) fields through an easy to use drag-and-drop report builder interface that lets managers create and output their own custom reports that include graphs and key data in multiple document formats. MXreport enables companies to better manage their Call Center operations, communications flow and customer service.
Key MXreport Features
- Intuitive “Drag and Drop” user interface builds custom reports in seconds
- Modify call data field reports according to unique ranges and qualifiers
- Run reports for individuals, locations, and call groups
- Flexible reporting timeframe lets users generate reports based on call activity by hour, day, week, month and year.
- Create and save call record reporting templates
- Accesses nearly 50 call detail record data fields across up to 128 network locations to provide granular call analysis and reporting
- Built-in graphic reporting tool
- Reports can be saved in common document formats such as Excel, Word, HTML, TXT, CSV, ODS, GIF, JPG, BMP, PNG and more
- Supported on Microsoft Windows® XP, Vista and Windows 7
- Enables companies to improve performance and account for specific customer and company call activities for billing, legal and regulatory needs
- Personalized service and improved customer retention.
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