Supercharge Your Contact Center
The Zultys Integrated Contact Center (ICC) intelligently processes incoming calls to a group of Supervisors & Agents based on administrator defined rules & real-time conditions. When there are more callers than available agents, ICC will either re-route callers or queue callers with customized in-queue messages and music that may be unique for each ICC group. Agents can be located anywhere in the world, allowing for true flexibility and around the clock coverage, without the need to relocate key talent.
Via the intuitive MXIE™ client application, Agents may view the status of all member groups, access the call back queue, Instant Message colleagues, change their Presence and view the Presence of others. Additional MXIE capabilities that improve Contact Center efficiency and productivity include Call Recording and Call Attached Data (CAD), which lets agents attach wrap-up notes, exit codes, or other customizable data fields that may be included in scheduled customizable reports using MXreport™.
ICC Supervisors have access to even more features including escalating calls in the queue, assigning calls to be answered by specific Agents, real-time Agent monitoring and coaching with the ability to Whisper-thru, Barge-in & Silent Monitor active Agent calls. Superview™ provides all Supervisors with a snap shot of real-time Contact Center statistics in a single window.
Zultys ICC is enabled by a software license and runs directly on the MX system. This eliminates the need for additional servers to be purchased and maintained. Whether your company has a handful of agents in a support group or every employee is an agent in a contact center across multiple locations, the Integrated Contact Center solution from Zultys can scale to meet your requirements and supercharge your call center.