SUNNYVALE, Calif., Nov. 3, 2015 /PRNewswire/ -- Zultys, a leading provider of innovative unified communications solutions that empower businesses to collaborate effectively, today announced its Release Version 11 for their award-winning unified communication platform. Release 11 is for Zultys' MX series of IP Phone systems and is available on all Zultys on premise MX platforms, virtualized deployments of MXvirtual and the fully-hosted offering—Zultys Cloud Services. Regardless of their deployment type, all Zultys customers will be able to benefit from the features of this new release.
MX Release Version 11 introduces various new features highlighted by Multi-Media Queue capability for contact centers. Multi-Media Queue provides Web Chat capability in addition to traditional voice capability that allows companies to offer flexible engagement options to their customers. Web Chat link can be integrated into the company website, where with a simple click of a button a customer can chat via instant messaging to a contact center agent. Rather than forcing agents to use different platforms for chat and voice calls, Zultys now streamlines all the customer-to-agent communications into a single window. Company representatives utilize the award winning MXIE unified communication client to easily answer and process web chat requests the same way they would an incoming voice call. Moreover, chat messages are placed in queue alongside incoming calls, therefore ensuring that customers are responded to in a timely manner and no form of communication is accidentally neglected in favor of the other. Contact Center supervisors can monitor chat conversations, coach their agent or even interact with the customer directly the same way they could on a voice call.
"The Web Chat capability delivered in Zultys Release 11.0 will allow us to offer contact center customers additional avenues of customer engagement," said Jerry McKenzie, President of DigiTel Systems Inc. "Providing contact center customers' the capability to offer more than just telephone service greatly enhances the customer experience and allows for operational efficiencies for the call center."
With Release 11, Zultys has also added support for Salesforce OpenCTI that includes a new Zultys Salesforce Communicator interface. Salesforce Communicator's application layout has been redesigned for improved functionality and it is now useable with any browser and operating system. Zultys Salesforce Communicator allows tight integration between Zultys' IP Phone System and the Salesforce platform, making it easy for agents to manage their communications directly from Salesforce. Users can make calls from Salesforce records; on incoming calls, Salesforce will automatically open a popup with a record associated with that caller ID; the Salesforce Communicator window provides a record of all recent calls without the need for the user to leave the Salesforce window.
"MX Release Version 11 enhances an organizations customer service and sales communications capabilities by being able to respond faster and more efficiently to clients" said Steve Francis, chief sales and marketing officer for Zultys. He added, "all these new capabilities are available on our hosted phone system or on our premise phone system."
MX Release version also includes many other enhancements that benefit Zultys channel partners and end users.
MX Release 11.0 is available to download immediately. Existing customers should contact their Zultys Authorized Channel Partner for further 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 premise-based appliance, virtualized server or in the cloud— 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 and a global certified dealer network to provide local support and customer service. To learn more, visit www.zultys.com.