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Zultys Unveils MXIE SuperView(TM)New Management Tool Provides Consolidated View of All Important Integrated Call Center Statistics and Information to Optimize Call Center Performance (December 06, 2011)
SUNNYVALE, CA -- (Marketwire) -- 12/06/11 -- Zultys, a premier provider of innovative unified communications solutions that empower businesses to collaborate effectively, today introduced MXIE SuperView, the ultimate contact center management tool that provides unprecedented real-time visibility into agent productivity, queued and active calls, call wait time, threshold alerts, and more -- all from a single screen. Fully integrated into the MXIE Unified Communications (UC) client, SuperView is a critical tool for supervisors who want to optimize their call center performance.
Flexible, scalable and easy to use, Zultys' contact center solutions fulfill a range of customer service and contact center needs, from high-capacity customer service operations across multiple locations to a company's day-to-day call and front-office demands. Several functionalities already provide call center supervisors with a comprehensive amount of data for effectively managing their call groups. With the addition of SuperView, a single window provides a contact center-wide view of agent and call activity, making it the most comprehensive call center management tool available.
SuperView features a variety of functionalities that combine to make it the ultimate contact center tool:
- Provides critical real-time information on the number of active calls; the longest wait, talk or hold time; and the number of calls in a queue (all information is updated in real time)
- Shows a snapshot of group-level statistics such as total agents logged in and available and group call totals for a given time period (whether answered, abandoned or overflowed to voice mail)
- Enables supervisors to monitor individual agent activity, including the number of inbound or outbound calls handled, the agent's average and total talk time and hold time, and the agent's status (available, not available, etc.) and how long the agent has been in that state
- Uses automatic, configurable, color-coded alerts that draw immediate attention to issues like unusually long wait times
SuperView is part of the Integrated Contact Center option for MX30/MX250, and is fully integrated into the Zultys MXIE UC client; no third-party applications are needed.
"Our award-winning contact center solutions are already leading the industry in innovation, and providing a benchmark for unique, state-of-the-art IP and contact center technology," said Steve Francis, Chief Sales and Marketing Officer, Zultys. "With the addition of SuperView, we again raise the bar, further enhancing our already comprehensive call center solution."
SuperView is available immediately. Please visit http://www.zultys.com/ for more information.
Zultys is the global provider of a true all-in-one unified communications solution. Innovative, reliable and scalable, Zultys IP phone systems integrate voice, video, data and mobility -- in a single appliance -- to optimize collaboration for businesses of all sizes. Zultys delivers a powerful, feature-rich communications system that is easy-to-use, deploy and maintain. Zultys is headquartered in Silicon Valley with offices around the world. To learn more, visit www.zultys.com.
Zultys. Innovate. Communicate. Collaborate.
Jennifer Rivera Ridless
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