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Ratings and Reviews 0 Ratings
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What is Zultys Integrated Contact Center (ICC)?
Zultys has introduced its Integrated Contact Center (ICC) to improve operational productivity and adeptly handle a significant volume of customer calls. This versatile solution is available as both a web-based and desktop application, complete with features designed to streamline workflows and enhance customer interactions. The ICC can elevate the efficiency and effectiveness of customer service teams, irrespective of their size or the call volume they manage. It employs intelligent call routing, directing incoming calls to agents based on predetermined criteria and real-time conditions, which allows for calls to either ring through to the entire team or be assigned to a single agent at a time, depending on the team's preferences. Moreover, customers are paired with the most appropriate representative tailored to their specific needs, ensuring they receive optimal support. In cases where a customer opts to return shortly after their initial contact, they can be seamlessly connected to the same agent who assisted them previously, thereby avoiding the hassle of repeating their issue. The system additionally features a customizable, real-time dashboard through tools like Wallboard and SuperView, which offer critical insights for team management and performance evaluation. Beyond these capabilities, this all-encompassing solution is designed to not only bolster operational efficiency but also to significantly enhance the customer experience, fostering long-term loyalty and satisfaction.
What is Applango?
Working in contact centers presents numerous challenges, and agents who experience dissatisfaction may start modifying their work behaviors even before they make a conscious choice to leave their jobs. Applango’s sophisticated Artificial Intelligence analyzes a wide array of behavioral indicators for each agent, allowing it to predict which team members might resign in the near future. The repetitive nature of call center tasks means that countless customers encounter similar problems and reach out for effective solutions. Occasionally, some customers may escalate their issues to an extreme level, leading to repeated calls, increased customer churn, and the possibility of legal disputes. To combat these issues, Applango's AI consistently collects and assesses a multitude of data points from everyday operations, using historical data to foresee which customers are likely to feel frustration soon. This precise forecasting capability allows teams to implement proactive strategies, ultimately averting potential crises before they can develop further. By concentrating on both agent dynamics and customer contentment, Applango offers a holistic solution to improve the overall performance of contact centers. Consequently, such an approach not only enhances agent retention but also fosters a more positive customer experience overall.
Integrations Supported
Microsoft Outlook
SUPERVIEW
Wallboard
API Availability
Has API
API Availability
Has API
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Zultys
Date Founded
2001
Company Location
United States
Company Website
www.zultys.com/integrated-contact-center/
Company Facts
Organization Name
Applango
Date Founded
2012
Company Location
United States
Company Website
www.applango.com
Categories and Features
Payment Processing
ACH Check Transactions
Bitcoin Compatible
Debit Card Support
Gift Card Management
Mobile Payments
Online Payments
POS Transactions
Receipt Printing
Recurring Billing
Signature Capture
Categories and Features
Business Intelligence
Ad Hoc Reports
Benchmarking
Budgeting & Forecasting
Dashboard
Data Analysis
Key Performance Indicators
Natural Language Generation (NLG)
Performance Metrics
Predictive Analytics
Profitability Analysis
Strategic Planning
Trend / Problem Indicators
Visual Analytics