Unified Communications as a Service Call Center Solutions
On-Demand Call Recording
The ICC can 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.
The Record On-demand feature will capture a call from the very beginning, even if it is activated in the middle of call, so there’s no need to worry about losing an important part of a conversation because an agent didn’t press the record button fast enough.
One Great Platform
Zultys ICC 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 won’t be bothered by any chat messages, or vice versa. All incoming customer interactions, whether they are web chat messages or phone calls, are prioritized to be answered in the order they come in.
A Full Featured Call Center Platform
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Call Recording: Full-time and on-demand
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Call Attached Data (CAD) for customizable Agent Scripts, wrap up/exit codes, and more
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Multiple Reporting options: CDR Reporting, MXreport™ CDR, and MXreport™ Contact Center Edition
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Multimedia Queue: Calls, SMS messages, webchats, and callback requests are queued in the order they are received
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Customizable music-on-hold, position in the queue, and expected wait time announcements
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Last Agent Routing option will send repeat callers to the same agent that handled their previous call
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Supervisors monitor all real-time activity in SuperView™ accessible anywhere from a web browser
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Agents and supervisors can work remotely or on-the-go and maintain the same capabilities as office-bound employees
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Supervisor can Silent Monitor, Barge-in, and Whisper-thru to Agents
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Agents can receive calls on their mobile devices with Zultys Mobile Communicator for iPhone and Android
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Shared ICC Group voice mail box with multiple outgoing greeting options, email notifications, and escalation facilities
Advanced Call Center Capabilities
Improve the customer service of your call center with the Zultys Integrated Contact Center 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.
Reporting and Data Integrations
The CodeBlue Call Center platform is built on Open Standards including SIP, MySQL, VXML, CSTA, TAPI, and SYSLOG providing the ability to integrate ICC with Salesforce.com, MS Outlook, Skype, and other third party applications.
ScreenDial lets users call from any application, enabling them to conveniently dial directly from a CRM, an Electronic Medical Record (EMR), a Word or Excel document, or a website