Drive Productivity Gains in Your Call Center With AI-Powered Technology

Zultys’ Integrated Contact Center (ICC) optimizes operations, efficiently handles high call volume, increases customer engagement, and improves the total customer service experience — all while providing the end user with an easy-to-use, single-pane-of-glass interface.

Available via browser-based Web ZAC as well as Zultys’ ZAC desktop application, it comes pre-packaged with features designed to streamline processes and enhance the customer experience, with support for AI-enabled capabilities like real-time closed captions, real-time sentiment analysis, live transcription, and post-call transcripts. Agents can also manage calls and texts from their mobile devices via the Mobile ZAC application for iOS and Android devices. ICC can improve the productivity and effectiveness of customer service departments of any size and call volume.

Advanced Call Center Capabilities

ICC utilizes a single user interface and contains features like call routing and queue management, real-time reporting and analytics, and built-in messaging, including inbound and outbound SMS and MMS for call group agents with smart reply routing. The user call log provides one screen for viewing CAD, recordings, transcripts, faxes, and voicemails.

Zultys’ trademarked feature Wallboard allows for a snapshot of real-time call group activity for superior call group management, and SuperView is a powerful web-based tool that allows the ICC supervisor to see real-time statistics on multiple departments at the same time. Supervisors can silent monitor, barge-in, and whisper-thru to Agents and receive real-time pop-up alerts in the SuperView application when conversations go negative.

Contact Center Call Log: Supervisor Visibility Across All ICC Call Groups

The Contact Center call log gives supervisors deeper visibility into agent interactions and customer conversations. Supervisors can investigate an agent’s call activity and open conversations to review Call Attached Data, call history, and call recordings. When AI features are configured, they can also access full transcripts and sentiment analysis for every call.

Full-text search allows supervisors to search across all call records using any text or detail associated with an interaction, making it easy to find specific calls based on names, numbers, timing, or other recorded information. Semantic search across call transcripts surfaces related phrases and similar meanings, even when the exact words weren’t used. Advanced filtering options allow supervisors to narrow results by call attributes, duration, timeframes, and available interaction data.