ICC – Integrated Contact Center
The Zultys Integrated Contact Center (ICC) intelligently processes incoming calls to a group of Supervisors & Agents based on administrator defined rules & real-time conditions. When there are more callers than available agents, ICC will either re-route callers or queue callers with customized in-queue messages and music that may be unique for each ICC group. Agents can be located anywhere in the world, allowing for true flexibility and around the clock coverage, without the need to relocate key talent.
Via the intuitive MXIETM client application, Agents may view the status of all member groups, access the call back queue, Instant Message colleagues, change their Presence and view the Presence of others. Additional MXIE capabilities that improve Contact Center efficiency and productivity include Call Recording and Call Attached Data (CAD), which lets agents attach wrap-up notes, exit codes, or other customizable data fields that may be included in scheduled customizable reports using MXreport™.
ICC Supervisors have access to even more features including escalating calls in the queue, assigning calls to be answered by specific Agents, real-time Agent monitoring and coaching with the ability to Whisper-thru, Barge-in & Silent Monitor active Agent calls. Superview™ provides all Supervisors with a snap shot of real-time Contact Center statistics in a single window.
Zultys ICC is enabled by a software license and runs directly on the MX30 or MX250. This eliminates the need for additional servers to be purchased and maintained. Whether your company has a handful of agents in a support group or every employee is an agent in a contact center across multiple locations, the Integrated Contact Center solution from Zultys can scale to meet your requirements and supercharge your call center.
Zultys’ ICC is designed to extend the basic operation of the standard MX ACD (Automatic Call Distribution) feature. The primary advantages of ICC focus on increased functionality focus on robust call queuing options and sophisticated supervisory functions.
Is ICC right for your business? Here are some FAQs to help you evaluate your specific needs:
Can calls be recorded with this option?
Yes. Calls can be recorded full time and on demand either by the agent or the supervisor.
How long are recorded calls available for review?
All calls that have been recorded are stored in the MX system in a separate non-user related voice mailbox. When the capacity of this mailbox is reached, the oldest recordings are automatically deleted so that new call recordings may be saved. When call recording is used in conjunction with the Zultys Archive utility, recorded calls may be saved indefinitely. All Zultys call recording options are HIPAA and Sarbanes-Oxley compliant.
What is the maximum size of a single ICC group?
The software supports up to 240 agents (of which 64 can be supervisors) on a cluster of MX250 systems.
Can the software support distributed call centers?
Yes. Agents can be located at home or at different sites.
Can ICC support multiple direct DID numbers for special promotions?
Yes. Multiple phone numbers with text descriptors can be assigned to a single ICC group to allow agents to answer the call with the appropriate greeting.
Does ICC support call routing based on calling party ID?
Yes. When calls are passed through an Auto Attendant, the MX can route calls to ICC groups based on calling party ID.
Does ICC support wallboards?
Yes. Wallboard information can be customized by the user and presented either numerically or graphically.
How is ICC licensed?
This feature is licensed on a concurrent basis. If a company requires two shifts of 20 agents each, it is only necessary to purchase and configure the system for 20 ICC user licenses.
Can the MXIE Soft Phone be used with ICC in lieu of a desktop Phone?
Yes. However the voice quality on any softphone (Zultys or other manufacturer) may not be as good as on a physical phone. Due to the possible difference in voice quality and the need to provide callers into ICC with the best possible audio experience, Zultys recommends agents use a “hard” phone where quality is important and agents are on the phone full time.
Can you use third party phones with ICC?
Yes. Being a fully SIP architecture, the MX system is based on open standards. However, there are some ICC functionalities that may not be available when agents use third party SIP phones, such as support for silent monitoring or supervisor barge-in.