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.
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