Zailab Pricing, Features, Reviews & Comparison of Alternatives


Cloud-based communication solution for small to medium contact centers

4.67/5 (3 reviews)

Zailab overview

Zailab is an intelligent, cloud-based omni-channel communication solution designed for small and medium sized contact centres. The software uses AI to intelligently route and prioritize calls, with integrated quality assessment and workforce management tools provided in addition.

Zailab approaches every problem with a beginners mind and focuses on developing new solutions to existing contact centre problems with the aim of ensuring customers receive an excellent customer experience and a positive result. Zailab are the first ever to offer a true usage/consumption based model.


Starting from
Pricing options
Free trial
Value for money
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Business size



United States

Supported languages

Zailab screenshot: View conversation cards and information on what the weather is like at the caller's endIntroducing the conversation cloud: the next-gen contact centre solutionZailab screenshot: Create and send emails from within ZailabZailab screenshot: View agent notesZailab screenshot: Refer to the phonetic alphabetZailab screenshot: Team leader dashboardZailab screenshot: Spy and whisper on live callsZailab screenshot: View interaction logsZailab screenshot: Generate and export reportsZailab screenshot: View agent productivity with Zailab's workforce management functionZailab screenshot: View live call and message statistics in a live dashboardZailab screenshot: Perform agent and call quality assessmentsZailab screenshot: Perform agent and call quality assessments Zailab screenshot: The Zailab administrator dashboardZailab screenshot: Configure how customer interactions should happen with the Zailab interaction flow designZailab screenshot: Manage membersZailab screenshot: Create task templates

Zailab reviews


Very good

Value for money
Ease of use
Customer support
Louwrens Visser

Quality, quality, quality. Product, service, support. I was very impressed.

Used daily for 6-12 months
Reviewed 2017-11-16
Review Source: Capterra

The team from Zailab have created a whole new approach to Contact centres and its processes. Very easy to install, very easy to use and very cost effective. Pay per use basis. It is quick, cloud based, and secure. No expensive hardware and licence costs. New features are built almost weekly. I loved it.

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Rod Jones

Simply phenomenal

Used daily for less than 6 months
Reviewed 2017-11-07
Review Source: Capterra

Extremely cost effective. Truly a a first usage based/consumption based solution.You actually only pay for what you use. Ease of use. Response rate in using the platform. Ease of configuration Core functionality available ZaiLab realised that to make an enterprise grade software solution accessible to smaller contact centre operators would require a truly pay-per-use pricing model.

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Jessy Charlton

The service from Zailab has been phenomenal and we are happy to grow with the product.

Used daily for less than 6 months
Reviewed 2017-11-14
Review Source: Capterra

Increased productivity and better lead management.Easy to use and set-up. As it is cloud based this means no on premises equipment required or expensive capital outlay.

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Zailab pricing

Starting from
Pricing options
Free trial
View Pricing Plans

Zailab offer a pay-as-you-use, consumption based pricing model

Zailab features

Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Reporting
Call Transfer
Voice Mail

Call Recording (75 other apps)
Call Routing (56 other apps)
Caller ID (54 other apps)
Conferencing (65 other apps)
Instant Messaging (53 other apps)
Live / Video Conferencing (46 other apps)
Monitoring (48 other apps)
Receiving (51 other apps)
Reporting & Statistics (49 other apps)
SMS Integration (45 other apps)
Third Party Integration (69 other apps)

Additional information for Zailab

Key features of Zailab

  • Customer engagement center
  • Quality management
  • Outbound call center
  • Call logging
  • Manual dialer
  • Inbound call center
  • Blended call center
  • Virtual call center
  • Dashboard
  • Flow processing & routing
  • Click to dial
  • Incoming call notifications
  • Multi-channel communication
  • Customer tagging
  • Real time analytics
  • Call center management
  • Assessment management
  • Agent / call quality assurance
  • Task prioritization
  • Task management
  • Real time reporting
  • Invitations
  • Multi-location
  • Call monitoring
  • Call scripting
  • Call analysis
  • Automatic call distribution
  • Call reporting
  • User defined attributes
  • Contact database
  • Contact history
  • Real time call monitoring
  • Agent activity management
  • Callback scheduling
  • Incoming call notifications
  • Call record & playback
  • Productivity reporting
  • Long break alerts
  • Call transfer
  • Waiting room dashboard
  • CRM integration
  • Drag & drop interaction flow designer
  • Voicemail
  • Customer & agent matching
  • Caller history
View All Features


Workforce management and quality assessment tools help to ensure that clients aren't waiting too long, that agents are following protocol, and that there are enough agents on duty to meet service level agreements.

Team leaders are alerted if an agent misses calls, transfers too many calls, or has been on a break for too long.

All incoming voice calls, video calls, emails, chats, and SMS messages are placed in a virtual waiting room before being automatically prioritized and routed to the most suitable, available agent.

With Zaiab's drag and drop interaction flow builder, administrators can define (and adapt) exactly how caller journeys will flow through the system, taking into account agents, skills, sites, and services.