- instant contact to the relevant available agents for customers calling the enterprise, powered by the new contact center from Zylinc.
ZyCall Contact Center enables optimum usage of enterprise resources while answering calls instantly.
ZyCall Contact Center delivers the most important functions demanded by enterprises in a contact center for application in sales departments, customer service, IT helpdesk, accounting, purchasing, etc.
In the design of the ZyCall Contact Center agent collaboration has been emphasized, facilitating routing of calls to colleagues’ personal queues, in addition to providing status and overview of colleagues’ individual situation with the purpose of helping out with the call handling as required.
When the customer is placed in a queue, it has to be a positive experience. Should the customer want call-back, this is an option with ZyCall Contact Center.The customer is saving time and does not lose queue priority; the company gets a satisfied customer and optimal usage of resources.
ZyCall Contact Center offers voice messaging for the customer; this means that the customer at incoming call is provided information on company name, place in queue, commercials, etc.
For optimal customer service and efficient handling of incoming calls ZyCall Contact Center may be integrated with the enterprise CRM system. When answering the call, the agents in the contact center are provided relevant customer information, historical data and customer ID through automatic activation of the CRM system.
Statistics module
The web based statistics module of the ZyCall Contact Center provides comprehensive overview of the handling of calls, efficiency of agents, as well as information for contact center manpower planning and accommodation of call flow for the best possible usage of contact center resources. The facilities can be applied for real-time monitoring of the contact center.
Supervisor
ZyCall Contact Center Supervisor can monitor the contact center in real-time and prepare reports and statistics for all agents.
Wallboard
The Wallboard enables all agents to observe the current situation in the contact center and to sign-in or sign-out of individual queues via their client. The wallboard is browser-based and requires no client installation. Several wallboard profiles are allowed.
Administration portal
In the administration portal you can set up groups, calibrate call flow, establish overflow and call-back, set rules for audio messages, change audio messages, set service targets, and assign agents with separate roles in each group. The same administration portal is used as in ZyCall Switch, here with options for individual adjustments and breakdown in groups/teams.
The administrator can set up dynamic and individual roles for ach agent in the contact center. The agents are able to individually control the queue of incoming calls and establish ad-hoc messages in peak periods.
Let us contact you
Let us contact you, and explain how our products can make a difference in your company.
ZyCall Contact Center screendump
