Contact Centers today are looking to provide the best service for their customers, grow in an easy and scalable manner, monitor their agents and get the flexibility to adapt different programs, platforms and CRM, run different campaigns , have immediate redundancy plans in case of emergencies, the ability to have remote agents and make the most from their Contact Center Platform .
We have over 20 years experience specializing in Contact Center Solutions from different sizes and providing state of the art solutions. We have implemented Call Centers specializing on inbound campaigns , outbound campaigns , system Integrations locally in the US and Overseas.
We are a Certified ZultysPartner , Award Winning Platform – which we consider in today’s market has the greatest and most advance technology and features against the most renown Call Center platforms, Zultys Contact Center Platform allow us to customized and tailor the needs for our customers and take advantage even of current contact center infrastructures while optimizing the Contact Center operation, maintaining cost Efficiency, flexibility and provide the most “ crazy “ innovative and unique redundancy technology we have ever seen and implemented against what could be named potential competition , keeping the call center “ alive “ , operational and running with all the features even in the worst disaster situations that can be presented.
Key System Features
- Support for up to 240 concurrent callers at each location
- Advanced Call Routing based on real-time ICC activity
- No additional hardware – one simple license for Agent or Supervisor
- Call Recording – full-time and on-demand
- Superview™: Real-time call monitoring & statistics for multiple ICC Groups in a single window
- Fully customizable Wallboard for real-time ICC group analysis
- Customizable music-on-hold & in-queue messages by ICC Group
- Position in queue & expected wait time announcements
- Caller Quit Queue options with Call Back Queuing
- Call Attached Data (CAD) for customizable Agent Scripts, wrap up/ exit codes, and more
- Optional integration with Salesforce.com, MS Outlook and other applications
- Multiple Reporting options – CDR Reporting, MXreport CDR, and MXreport Contact Center Edition
- Fully integrated fax server option available
Key Supervisor / Agent Features
- Chat, Instant Message & Presence
- Supervisors may Silent Monitor, Barge in, and Whisper-thru to Agents
- Calls can be assigned to specific Agents
- Agents can be members of multiple ICC groups
- MXconnect™ allows Supervisors & Agents to work from any phone – home or office – no VPN required
- Call Notification pop up allowing Agents to stay focused on their primary application
- Agent login/logout – initiated by Supervisor or automatically by MX
- Shared ICC Group Voice Mail box with multiple outgoing greeting options, email notifications and escalation facilities.
- ScreenDial™ lets Agents click-to-call numbers directly from any application