Does Your Contact Center Technology Keep Up with Your Customers’ Demand?
Negative reviews from customers waiting hours on the phone can destroy your brand image. Your business needs two things to succeed at customer service: a team of capable employees and the tools that help them succeed. Does your technology support the volume of calls to your business? Are you optimizing your employees’ time for best productivity?
Zultys has designed our Integrated Contact Center (ICC) solution to optimize operations and efficiently handle customer calls. The ICC solution comes pre-packaged with features to streamline operations and improve management of a customer service department of any size and call volume.
Zultys Integrated Contact Center collects and collates contact center statistics including current agent status, the length of time spent in said status, the number of calls currently in queue as well as average and max wait times for these calls, the statistics on all answered and abandoned calls including the length of time the caller spent waiting before abandoning the call, and even call-back requests and completion are tracked by the system. While using Zultys SuperView™, Supervisors can see an inclusive real-time report on the status of all agents and calls in a single window while maintaining the ability to make calls without switching screens. The statistical information can then be used for labor optimization as well as better management thanks to up-to-date knowledge of each agent's availability. SuperView allows supervisors to set up notifications to alert when service-levels or thresholds have been exceeded, whether it’s a queue overflow or scarcity of available agents, when a preset condition is met, a pop up window will appear on screen to warn the supervisor that the situation might require direct action. There are two colors for alerts, yellow and red, allowing supervisors to set varying levels of emergency. The problem field will be highlighted in the color matching the alert to quickly draw attention.
Zultys’ Unified Communication clients, 
On the phone with a customer, agents can take notes in a special notes popup, called Call Attached Data (CAD). It can take the form of free-style notes or a pre-set questionnaire. If this call is transferred or the customer calls back later, the notes will pop up again. No need for a frustrated customer to repeat their request. CAD can be edited with updates on the case even long after the call is over.
Zultys Integrated Contact Center (ICC) solution includes a web chat 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 he won’t be bothered by any chat messages or vice versa. All the incoming customer questions—regardless of whether they are web chat messages or phone calls—are answered in the order they came in and no one is left waiting too long. Customers can leave a voicemail that holds their place in line rather than wait on hold for the next available agent to become available. Eliminate frustrating waits for customers as they go on with their day while they wait for a call center agent to speak to them.
Agents can view a snapshot of a real-time call group activity with the wallboard feature. Wallboard can be displayed on a large screen in the middle of a room or viewed from a smart phone or tablet via a web browser. With web-based application, all agents can see the data regardless of where they are. It can show the call and agent data for one of more call groups at the same time. Each user can customize the wallboard to show only the data they want to see. Configure the wallboard to show information in a format that’s easiest for agents to act on. Zultys wallboard can accommodate any display preferences: customize what data to see, change the order of data fields, and adjust field and text colors and even size. Then once the user has all the fields showing just as they like them, save the configuration as a template. If each shift supervisor wants the wallboard set up their own special way, it takes only a few seconds to load their personalized template. Supervisors can add colorful alerts to the wallboard. Quickly grab attention when all agents are busy or too many calls are in queue at the same time. Monitor call center activity to ensure that company SLA is being properly met. Agents and supervisors can spot any potential issues before they can grow into major problem.
Agents and supervisors can access advanced features like SuperView, Wallboard and Call Recording Viewer from anywhere via a web browser from any tablet, smart phone, PC or Mac computer. With access to ZAC and MXIE clients, employees can communicate with people both inside and outside the company as easily as if they were sitting at a cubicle in the office as long as they have access to Wi-Fi. Employees on the road can utilize Zultys Mobile Communicator application available on iPhone and Android devices.
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. Alternatively, record on-demand. For on demand recording, pressing the record button at any time during the call will capture the call from the very beginning—so no need to worry about losing an important part of the conversation because an agent didn’t press the button fast enough.
The achieved calls include Call Attached Data notes. All calls, voicemails, faxes and web chat messages are stored together in Zultys’ MXarchive. Call Recording Viewer, conveniently accessible from a web-browser, lets users listen to recordings and save them to any device. This gives the team more flexibility to access valuable information when working remotely or on the road.
You can run reports based on Integrated Contact Center’s historical data to analyze the business’ productivity and improve operations with Zultys’ MXreport feature. It comes with preconfigured report templates, but can also be customized to better fit specific business needs. Make educated decisions based on historical data to save on expenses and optimize workflow.
Zultys phone systems are a software-based product that scales to 10,000 users, so all the employees at the enterprise can be connected into a single communication system. With no additional hardware required, you can add new agents or supervisors when necessary with minimum amount of hassle.
The Zultys MX platform is built on Open Standards including SIP, MySQL, VXML, CSTA, TAPI, SYSLOG providing the ability to integrate ICC with Salesforce.com, MS Outlook and other 3rd party applications. Using Microsoft Telephony Application Programming Interface (TAPI), MXIE Users can click-to-call directly from popular Customer Relationship Management (CRM) programs, including Microsoft Outlook or, using the ScreenDial™ feature, from any other document. ScreenDial lets users call from any application, allowing them to conveniently dial directly from a CRM, an Electronic Medical Record (EMR), a Word or Excel document, or a website.