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
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.
