Zailab Pricing, Features, Reviews & Comparison of Alternatives

Zailab

Cloud-based communication solution for small to medium contact centers

4.9/5 (10 reviews)

Zailab overview

What is Zailab?

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.
www.zailab.com

Pricing

Starting from
$1/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States

Supported languages

English
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

Excellent
9

Very good
1

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  5.0
  4.5
  5.0
  5.0
Synthia Molina

A groundbreaking solution for call center design, operations, & management from a vendor that cares

Used daily for less than 6 months
Reviewed 2020-03-12
Review Source: Capterra

Our firm is relatively small, so we were concerned that ZaiLab might not have time to help us get through the usual application ramp-up needs. Delightfully, ZaiLab helped us every step of the way. The only slowdown was...well...us! With a lot of client work going on in the background, we were sorry that we couldn't move as quickly as they were prepared to support.

Pros
The ZaiLab solution is pioneering, visually pleasing, and easy to use. The sales and tech-implementation teams are highly coordinated, extremely helpful, and entirely competent. What's not to like?!

Cons
The solution's aesthetically pleasing and cutting-edge appearance matches today's data-science aesthetics. I initially worried it would be too technical a solution for us. In contrast to its space-age, digital-age look and feel, it was a breeze to understand and use. I have to admit, though, I don't love the name ZaiLab. I'd prefer ConnectionLab or something that conveys that the solution enables omnichannel connectivity.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Rochwane Kassen

ZaiLab / Compareguru

Used daily for 2+ years
Reviewed 2020-02-26
Review Source: Capterra

By law, I need to keep a record of all our calls and with ZaiLab I have no problem storing and downloading my calls

Pros
Everything is one click away. and if I have a problem [SENSITIVE CONTENT HIDDEN] is always there to sort it out. Never had she made me wait longer than 60 sec to be up and running again

Cons
there is a glitch in the matrix. sometimes I get to tuck in a call status where I won't receive a call again and again [SENSITIVE CONTENT HIDDEN] is there to save the day

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Bas Liebens

Review Zailab - by Elegant

Used daily for less than 6 months
Reviewed 2020-03-20
Review Source: Capterra

Zailab is professional company with a high service level and a personal approach. Questions are answered quickly. The functionality of the product is very good. Especially during the Corona Crisis we are very happy with the solution Zailab offers, it enables our team to work efficiently from home.

Pros
Cloud Solution, Easy integration, Easy to use.

Cons
real time dashboard for agents with queue information.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Paula Arango

True partnership with Zailab

Used daily for 6-12 months
Reviewed 2020-05-27
Review Source: Capterra

The overall experience has been exceptional, from training all the way to on boarding. The help desk is available 24/7, highly knowledgeable and always ready to help. Top Notch!!

Pros
It's very intuitive and the setup was really easy. It only took us 3 days to go live with the first 50 users. For the first time we have 360 view of our customers, everything you need is made available on the dashboards. The look and feel is very exciting.

Cons
Nothing comes to mind, about the software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Eric Buenafe

Good Service

Used daily for 6-12 months
Reviewed 2020-03-09
Review Source: Capterra

Amazing

Pros
We've using Zailab for a couple of months now, Personal opinion I cannot complain about the service is Top-Notch customer service in terms of the issues with the system. They always answer promptly if I have issues that are as a business person is a must for me address whatever issues that I have because I'm paying service.

Cons
Nothing. Keep up the Good Work, Amazing Job

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Zailab pricing

Starting from
$1/month
Pricing options
Subscription
Free trial
View Pricing Plans

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

Zailab features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Transfer
Chat
Real Time Reporting
Voice Mail

Call Recording (144 other apps)
Call Routing (106 other apps)
Caller ID (88 other apps)
Communication Management (102 other apps)
Conferencing (107 other apps)
Contact Management (94 other apps)
Customizable Branding (81 other apps)
Instant Messaging (112 other apps)
Reporting & Statistics (138 other apps)
Third Party Integration (165 other apps)
Video Conferencing (99 other apps)

Videos and tutorials

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

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.