| Zultys’ Inbound Contact Center (ICC) application is a complete software package for the Zultys MX systems that equitably distributes incoming calls to a group of agents, based on specific set of customizable rules, and queues waiting callers when agents are not available. As agents become available, ICC automatically distributes the queued calls to agents based on predefined criteria, such as total time on calls, priority, and skill level of agents.
ICC functions as an advanced automatic call distributor (ACD) and includes sophisticated collaborative and management features. Management tools include whisper mode, silent barge-in, fully configurable display wallboard, group mailboxes and more.
The ICC is a true IP call center based on SIP. This permits the MX30 or MX250 to interoperate with a variety of gateways and phones from alternate manufacturers. Agents can be located anywhere in the world, as long as they have access to a broadband Internet connection. This provides true flexibility and around the clock coverage, without the need and expense of relocating key talent.
A complete contact center solution is offered by Zultys, including IP PBX functionality, redundancy, survivability, Ethernet switches, gateways, power back-up, soft phones, hard phones, automatic archiving, and ICC software. Zultys sells and supports its products worldwide. |
- Complete PBX functionality with integrated voice mail
- Up to 240 agents
- Floating licenses
- Queuing with music and announcements
- Indication of position and expected wait time in queue
- Queue exit options and overflow routing
- Fully custom wallboard
- Multiple groups
- Agents can log into multiple groups
- Multiple supervisors
- Silent monitoring and barge in
- Remote Agent Support
- Call recording (upon request by agent, full time, or initiated by supervisor)
- Callback processing
- Call Attached Data screen pops/pull-down menu for call wrap-up and account codes
- Group mailbox
- Instant messaging, presence, and chat
- ScreenDial™ allows Agents to call directly from CRM/EHR, websites and other applications such as Word, Excel, etc.
- Detailed historical agent and queue statistical reports
- Real time statistics and monitoring
- Screen pops
- Flexible call handling rules
- Automatic agent log out
- Multiple languages and worldwide support
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