Unified Communications
ZAC Desktop
Zultys Advanced Communicator (ZAC) lets your team collaborate from anywhere, on any device, with tools like call center integration, SMS texting, group chat, web conferencing, screen sharing, file sharing, video calling, integrated fax, and more.
Group Chat
ZAC’s Group Chat feature is a virtual conference room for collaboration. Teammates can send secure instant messages between each other using the ZAC desktop application, Web ZAC, or Mobile ZAC. It’s an easy-to-use method of communication between teams, regardless of their physical location.
File & Image Sharing
Users can post files and images in ZAC. Utilize this tool to easily share documents and proposals, keeping your team focused and on task. Create groups of team members and ensure that everyone gets the important information they need at the same time.
Conference Calling
With a simple click, any team member can start a conference call, and employees can freely jump on and off the call at their convenience, allowing team members to share ideas and proposals and review tasks, all within one UC solution.
Multi-Party Video Conferencing
For a more personalized experience, users can host a video call with multiple teammates, bringing remote teams together for increased collaboration. Zultys can enable multi-party video for customers on request as well.
Mobile ZAC
Take the power of ZAC with you, wherever you go, with Mobile ZAC. Talk, messaging and SMS text, file and picture sharing, contacts integration, conference calling, voicemail, and softphone are available at your fingertips on Android and iPhone devices.
With Mobile ZAC connecting your teams from wherever they may be, you’ll never miss out on important business. Mobile ZAC ensures productivity stays high, employees remain connected, and customer engagement becomes stronger than ever. Do more, with smarter communications and the power of mobility.
Mobile ZAC brings the agility that remote employees need to provide an exceptional customer experience. It works seamlessly with all applications of our UC, allowing users to easily push or pull calls between Mobile ZAC, desktop phones, or the computer softphone, when leaving or entering any location. Callers won’t even notice when devices are switched in mid-conversation.
Contact Center
Zultys has designed our Integrated Contact Center (ICC) solution to optimize operations, expertly handle customer calls, and increase employee productivity. The ICC comes fully integrated into ZAC, all within a single pane of glass.
Intelligently process incoming calls to agent phone lines based on preset rules and real-time conditions. Incoming calls can ring all employees in the department, or one person at a time, depending on the work style. An incoming caller can be routed to the best employee to help them based on specific criteria. If a customer calls back within a certain amount of time, their call can be sent to the same agent who helped them before, so they don’t have to explain themselves again.
MXreport — Giving You the Analytics You Need
You can run reports based on the Integrated Contact Center’s historical data to analyze business productivity and improve operations with the MXreport feature. It comes with pre-configured report templates but can also be customized to better fit specific business needs in a multitude of industries. Make educated decisions based on historical data to save on expenses and optimize workflow.
Call Attached Data — Giving Your Team Context to Engage
While on the phone with customers, Agents can take notes in a special notes pop-up called Call Attached Data (CAD). It can take the form of free-style notes or a preset questionnaire. If this call is transferred or the customer calls back later, the notes will pop up again — no need for a frustrated customer to repeat their request or questions to a new agent. CAD can be edited with updates on the case even long after the call is over.
A real-time, customizable view of all activity with Wallboard and SuperView
Wallboard can show call and Agent data for one or more call groups at the same time, providing managers a complete, real-time Call Center overview. This enables them to show information to agents in a format that’s easiest for them to act on, increasing speed and efficiency in managing and directing customer calls. Wallboard can be displayed on a large screen in the middle of a room or viewed from a smartphone or tablet via a web browser, giving managers the ability to optimize ICC usage on-premises or remotely if necessary.
SuperView is a powerful web-based tool that allows ICC Managers to see real-time statistics on multiple departments at the same time. SuperView is accessible through a web browser, which requires no installation. Managers can set up multi-level alerts based on multiple criteria and know immediately when a call group is on the verge of a problem, enabling them to reallocate people to help on the fly. The caller queue can be managed from the same interface and calls can be assigned to specific support agents for high-priority customers.