Zultys Integrated Contact Center
Optimizing Customer Service with Seamless Communication
Zultys Integrated Contact Center (ICC) is designed to optimize operations and efficiently manage high call volumes. Available as both a web-based and desktop application, ICC comes equipped with advanced features to streamline workflows, enhance customer experience, and boost productivity. Whether for small businesses or large enterprises, ICC provides a scalable, reliable solution to improve customer service effectiveness.
Delivering Exceptional Customer Experience
Intelligent Call Routing for Enhanced Customer Experience & Efficient Agent Management
Optimize inbound call handling with intelligent call processing based on preset rules and real-time conditions. Route incoming calls to the right agent using advanced criteria, ensuring customers receive fast, personalized support. Choose from ring-all or sequential call distribution to match your team’s workflow. Returning callers can be automatically directed to the same agent they previously spoke with, eliminating repetition and improving customer satisfaction.
Seamless Contact Center & Team Collaboration with Zultys Advanced Communicator (ZAC)
The Integrated Contact Center (ICC) is fully integrated with Zultys Advanced Communicator (ZAC), providing a unified platform for instant messaging, corporate group chats, audio conferencing, and real-time presence monitoring. Employees can efficiently manage calls and collaborate across teams—all within a single, intuitive interface available on PC, Mac, and Linux. With no need for multiple technology vendors, businesses can streamline operations and enhance productivity with an all-in-one cloud-based communication solution.
Zultys ICC Web Chat & Smart Call Queue – Enhance Customer Engagement & Reduce Wait Times
Zultys Integrated Contact Center (ICC) features a web chat tool, allowing customers to connect with support directly on the company website—reducing call volume and improving response times. The system intelligently manages interactions, ensuring agents are never overwhelmed by simultaneous chats and calls.
With smart call queuing, ICC eliminates long hold times by offering customers the option to leave a voicemail that holds their place in line. This allows them to continue their day while an agent follows up as soon as they’re available, enhancing customer satisfaction and call center efficiency.
Zultys ICC Call Recording – Secure, Automated, and On-Demand for Compliance and Quality Assurance
The Zultys Integrated Contact Center (ICC) offers automatic call recording with unlimited archiving, ensuring businesses maintain a complete record of customer interactions for quality assurance, compliance, and training. For added security, employees can pause recordings when handling sensitive information like credit card or social security numbers, protecting customer privacy.
With Record On-Demand, agents can capture an entire call—even if recording is activated mid-conversation—eliminating the risk of missing critical details. This powerful feature enhances data security, compliance, and customer service efficiency, making it an essential tool for any business.
Real-Time Call Center Analytics with Customizable Wallboard & SuperView
Gain a real-time, fully customizable view of all call center activity with Wallboard and SuperView. Track live agent performance, call metrics, and queue status across multiple departments from a single, intuitive dashboard. With real-time monitoring and customizable alerts, managers can make data-driven decisions, optimize workforce allocation, and improve customer service efficiency.
Real-Time Call Center Wallboard – Monitor & Optimize Agent Performance Anywhere
The Zultys ICC Wallboard provides managers with a real-time overview of call center performance, displaying call and agent data for one or multiple call groups simultaneously. Designed to enhance efficiency and responsiveness, the Wallboard presents key metrics in an easy-to-read format, allowing agents to take immediate action and improve customer interactions.
Managers can display the Wallboard on large screens, smartphones, or tablets via a web browser, enabling remote and on-premises monitoring. This flexibility ensures optimized call center performance, faster response times, and better decision-making, regardless of location.
SuperView – Real-Time Call Center Monitoring & Smart Agent Management
SuperView is a web-based analytics tool that gives ICC managers real-time insights into multiple departments simultaneously, enhancing call center efficiency and agent performance. Accessible via any web browser with no installation required, SuperView allows managers to track key call metrics, set up multi-level alerts, and quickly identify potential issues before they escalate.
With intelligent call queue management, managers can reassign agents in real time and prioritize high-value customers by directing their calls to specific support agents. This ensures faster response times, improved resource allocation, and superior customer service.
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Whether you have a few call center agents or a thousand omnichannel agents, Zultys Integrated Contact Center puts your customers at the center of your business with scalable customer experience solutions, for sales, service, support, and more. Call today to scheduled a personalized demonstration.