Zultys Integrated Contact Center

29 reviews

Zultys Integrated Contact Center (ICC) is a comprehensive solution designed to optimize contact center operations by efficiently managing high volumes of customer interactions. Available as both web-based and desktop applications, ICC offers a suite of features aimed at streamlining processes and enhancing the customer experience. It caters to customer service departments of varying sizes and call volumes, providing tools to improve productivity and effectiveness. Key Features and Functionality: - Advanced Call Routing: ICC intelligently processes incoming calls based on preset rules and real-time conditions, ensuring customers are connected to the most appropriate agent. - Unified Communications Integration: Seamlessly integrated with Zultys Advanced Communicator (ZAC), ICC enables instant messaging, group chats, audio conferencing, and presence status monitoring within a single interface. - Multichannel Support: The system manages various customer interactions, including voice calls, web chats, and voicemails, prioritizing them to be addressed in the order received. - Call Recording: Offers both full-time and on-demand recording capabilities, with options to pause recordings during sensitive information exchanges to maintain customer privacy. - Real-Time Monitoring and Reporting: Features like SuperView and Wallboard provide managers with real-time statistics and customizable views of contact center activities, accessible via web browsers on multiple devices. - CRM Integration: Built on open standards, ICC integrates with third-party applications such as Salesforce.com and Microsoft Outlook, facilitating streamlined workflows and enhanced customer relationship management. Primary Value and Solutions Provided: Zultys ICC addresses the challenges of managing high call volumes and diverse customer interactions by offering a unified platform that enhances operational efficiency and customer satisfaction. Its intelligent call routing ensures customers are promptly connected to the appropriate agents, reducing wait times and improving service quality. The integration with ZAC fosters seamless internal communication and collaboration, enabling teams to work cohesively regardless of their physical location. Multichannel support allows businesses to meet customers on their preferred platforms, enhancing engagement and loyalty. Real-time monitoring and comprehensive reporting equip managers with the insights needed to make informed decisions and continuously improve contact center performance. Overall, Zultys ICC provides a scalable and flexible solution that adapts to the evolving needs of modern contact centers.