Supercharge Your Contact Center
With Zultys’ robust and easy-to-manage solution, managers can confidently handle day-to-day operations of their department without the need to involve the IT department or an external service provider.
Zultys Integrated Contact Center (ICC) intelligently process incoming calls to the agent phone line 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, his call can be sent to the same agent who helped him before, so he doesn’t have to explain himself again.
Agents can be located anywhere in the world, allowing for true flexibility and around the clock coverage, without the need to relocate key talent.
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. SuperViewTM is a powerful tool, where ICC supervisor sees real-time statistics on multiple departments at the same time. SuperView is accessible through MXIE Unified Communication client or through a web browser, which requiring no installation.
Supervisors can set up multi-level alerts based on multiple criteria and know immediately when a call group is on the verge of a problem, and reallocate people to help on the fly. Managers can oversee the caller queue in the same interface. They can assign calls to a specific support agent, or barge-in, whisper or silent monitor their employees. For high-priority customers, the supervisor can move a waiting call or message to a higher position in the queue.