Zultys adds advanced call center features

Zultys Technologies last week released software for its IP PBX that the company says smooths interactions between call center agents and customers.

The company's Advanced Automatic Call Distributor software is designed to let an MX250 IP PBX act like an ACD, with features such as call routing and queuing, management and reporting, and integration with back-end customer service and database applications.

Zultys' Linux-based MX250, introduced last year, can handle up to 250 users and supports applications such as unified messaging and presence management. MX250s can be clustered to support up to 1,200 users. The base system has limited call routing and queuing capabilities, which lets calls be distributed to different call agent groups and queued up for each agent to handle individually.

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Zultys Technologies last week released software for its IP PBX that the company says smooths interactions between call center agents and customers.

The company's Advanced Automatic Call Distributor software is designed to let an MX250 IP PBX act like an ACD, with features such as call routing and queuing, management and reporting, and integration with back-end customer service and database applications.

Zultys' Linux-based MX250, introduced last year, can handle up to 250 users and supports applications such as unified messaging and presence management. MX250s can be clustered to support up to 1,200 users. The base system has limited call routing and queuing capabilities, which lets calls be distributed to different call agent groups and queued up for each agent to handle individually.

Duvasawko, a Daytona, Fla., company that handles billing for hospitals, has "really pushed the [MX250's] current configuration to the limit" in terms of call routing capabilities, says IT manager Corey Wilson.

He says the company, which installed several MX250s a year ago to support more than 100 call center employees, is interested in Zultys' Advanced ACD features that route calls based on caller ID information - such as area code and local exchange numbers. Such features could help eliminate about half the menus a caller must pass through before reaching a live call center representative, Wilson says.

The Advanced ACD software can route calls to agent groups based on skill levels - such as languages spoken or technical expertise. The software also lets call center performance statistics - such as average time per call and number of calls handled/dropped - to be viewed in reports or in a real-time monitoring application.

Because the MX250 is an IP-based server, integration with back-end CRM servers is easier than integrating PBX systems with servers in the past, Zultys says. This integration lets users create applications that smooth customer service calls, such as having customer database records pop up on agents' screens based on caller ID information, the company says.

The Advanced ACD software will be available in September for $500 per seat.

Read more about voip & convergence in Network World's VoIP & Convergence section.