Integrated Contact Center

Intelligently process incoming calls to agent phone lines based on preset rules and real-time conditions. Incoming calls can ring all employees in the department, or one person at a time, depending on the work style. An incoming caller can be routed to the best employee to help them based on specific criteria. If a customer calls back within a certain amount of time, their call can be sent to the same agent who helped them before, so they don’t have to explain themselves again.

The ICC is integrated into Zultys Advanced Communicator (ZAC). This enables employees to easily send instant messages, frequent corporate group chats, schedule conferences, and quickly judge the availability of coworkers from their Presence state, in addition to utilizing all their Integrated Call Center features. All of this is accomplished using a single pane of glass, intuitive interface that’s available on PC, Mac, and Linux, with no need to juggle multiple technology vendors to collaborate across teams.

Zultys ICC includes a webchat feature which allows customers to chat with support on the company website instead of calling them. The system makes sure that if an agent is on a call, they won’t be bothered by any chat messages, or vice versa. All incoming customer interactions, whether they are webchat messages or phone calls, are prioritized to be answered in the order they come in.

The ICC can also be configured to eliminate frustrating waits for customers, giving them the option to leave a voicemail that holds their place in line, rather than waiting on hold for the next agent to become available. Customers can then go on with their day until a call center agent gets back to them.

The ICC can automatically record all phone calls and archive these recordings for an indefinite amount of time. When taking down sensitive information, like credit card or social security numbers, employees can easily pause the automatic recording to protect their customer’s privacy. The Record On-demand feature will capture a call from the very beginning, even if it is activated in the middle of call, so there’s no need to worry about losing an important part of a conversation because an agent didn’t press the record button fast enough. As an additional tool, Call Recording Viewer, accessible from a web browser as well as the application, lets users listen to recordings and save them to any device. This gives employees more flexibility to access valuable information when working remotely or on the road.

The Zultys platform includes support for AI capabilities such as live closed captions, live transcription, and real-time sentiment analysis — helping Agents follow conversations as they happen — and post-call transcripts after the call with supervisors gaining all this visibility as well as receiving real-time sentiment alerts when necessary.

Managers and agents can access advanced ICC features like SuperView, Wallboard, and Call Recording Viewer from anywhere via a web browser from any tablet, smart phone, or PC or Mac computer.

With access to ZAC, employees can easily communicate internally with teammates, and externally with customers or in cross-company collaborations as easily as if they were sitting at a cubicle in the office, if they have access to Wi-Fi.

The Zultys MX platform is built on Open Standards including SIP, MySQL, VXML, CSTA, TAPI, and SYSLOG providing the ability to integrate ICC with Salesforce.com, MS Outlook, Skype, and other third party applications. ScreenDial lets users call from any application, enabling them to conveniently dial directly from a CRM, an Electronic Medical Record (EMR), a Word or Excel document, or a website.