INTEGRATED CONTACT CENTER

Advanced Call Center Capabilities

Improve the customer service of your call center with the Zultys Integrated Contact Center (ICC) solution. Zultys intelligently processes incoming calls to agents based on customizable rules and real-time conditions, ensuring the shortest waiting time for callers. Agents can be located anywhere in the world, allowing for true flexibility and around-the-clock coverage.

Multiple instances of Zultys integrated contact center applications running on multiple devices

Feature Highlights

Call Recording: Full-time and on-demand
Call Attached Data (CAD) for customizable Agent Scripts, wrap up/exit codes, and more
Multiple Reporting options: CDR Reporting, MXreport™ CDR, and MXreport™ Contact Center Edition
Multimedia Queue: Calls, SMS messages, webchats, and callback requests are queued in the order they are received
Customizable music-on-hold, position in the queue, and expected wait time announcements
Last Agent Routing option will send repeat callers to the same agent that handled their previous call
Supervisors monitor all real-time activity in SuperView™ accessible anywhere from a web browser
Agents and supervisors can work remotely or on-the-go and maintain the same capabilities as office-bound employees
Supervisor can Silent Monitor, Barge-in, and Whisper-thru to Agents
Agents can receive calls on their mobile devices with Zultys Mobile Communicator for iPhone and Android
Shared ICC Group voice mail box with multiple outgoing greeting options, email notifications, and escalation facilities