Zultys Integrated Contact Center Features
What are the features of Zultys Integrated Contact Center?
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
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MXIE Categories on G2
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Channels
Voice | Provides voice call functionality. | Not enough data | |
Social | Provides an interface for one or more social media channels. | Not enough data | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. | Not enough data | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. | Not enough data | |
Allows CSRs to receive and answer customer emails. | Not enough data |
Functions
Session Routing | As reported in 22 Zultys Integrated Contact Center reviews. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 90% (Based on 22 reviews) | |
Session Queuing | Based on 18 Zultys Integrated Contact Center reviews. Callers can be routed to a queue or placed on hold until an agent becomes available. | 94% (Based on 18 reviews) | |
Concurrent Calling | As reported in 17 Zultys Integrated Contact Center reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 95% (Based on 17 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. | Not enough data | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. | Not enough data | |
IVR | Includes an interactive phone menu. | Not enough data | |
Inbound Screen Pop | Populates CSR's screen with available customer data. | Not enough data | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. | Not enough data |
Administrative
Session Summary Notes | Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. This feature was mentioned in 13 Zultys Integrated Contact Center reviews. | 92% (Based on 13 reviews) | |
Administrator Access | As reported in 14 Zultys Integrated Contact Center reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 92% (Based on 14 reviews) | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 18 Zultys Integrated Contact Center reviews. | 92% (Based on 18 reviews) | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | Not enough data | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | Not enough data | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data |
Platform
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Queue Management | Provides queue management in case of increase in case/call inflow. | Not enough data | |
Call Routing | Allows distribution of incoming calls to agents. | Not enough data | |
Call Back | Allows users to request a call back. | Not enough data | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | Not enough data | |
Automatic Call Distribution | Allows automatic distribution of incoming calls to the agents. | Not enough data |
Workforce Management
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. | Not enough data | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. | Not enough data |
