Drive efficiency
with intelligence
Single Waiting Room
Intuitive Easy Setup
Optimize every role
in your organization
Agent
Obtain customer and lead context at your fingertips
Improve efficiency with a single ominichannel view
Provide customers with a consistent experience
Supervisor
Gain insight into your contact center with real-time data
Manage remote agents as easily as in-house staff
Give agents the support they need, when they need it
Admin
Set up and manage the system entirely by yourself
Provision your new agents quickly and easily
Optimize your setup according to business needs
Quality
Assurance
Design quality-assurance scoring forms rapidly
Assess interaction quality easily and on the spot
Keep track of your agents’ performance over time
Campaign
Manager
Build outbound campaigns with just a few clicks
Trace campaign performance with live statistics
Optimize future campaigns with detailed reporting
Meet your customers
on their channel of choice
Voice
Sms
Messenger
Webchat
Powerful features
to expand your operation
Intelligent IVR
Set routing priorities based on business value and make sure you handle your most important calls first.
Screen Recording
Keeps a record of what your agents are clicking on while speaking to your customers.
Call Back
Incorporate callbacks seamlessly into the platform’s smart-routing system.
Progressive Dialer
Automatically dials the next number on the list at the completion of a call.
API Call
Retrieve or update customer data in 3rd party applications using an API call inside your IVR.
Interaction Log
Access a list of all the interactions entering and leaving your center.
Pattern Menu
Use the dial pad to collect customer information while the customer is waiting to be served.
SFTP Upload
Upload customer details in bulk via Secure File Transfer Protocol.
Quality Assessment
Create quality assessments forms and assess agents based on calls.
Power Dialer
Automatically dials the next number and connects the agent to the call when someone answers.
Click-to-Dial API
Allows a number to be dialed through Zailab when clicked on in a 3rd party application.
Historical Reporting
Access past interaction data using a date range.
Text to Speech
Convert typed messages into spoken words automatically . A handy tool when setting up your IVR.
Call Flow Designer
Use the intuitive interface to rapidly create your IVRs and interaction flows.
Survey
Keep track of customer sentiment toward your agents and organization.
WFM Integration
Connect Zailab to your Workforce Management Platform to boost operational efficiencies.
Recording API
Allows Zailab call recording URLS to be accessed from 3rd party applications.
Live Reporting
See a to-the-minute breakdown of the interactions entering your center and completed work for the day
Voice Recording
Record your all customer conversations to be reference for compliance and training purposes.
Input Dialog Box
A small window that displays a message to the user or requests input.
Agent Management
See a to-the-minute breakdown of the interactions entering your center.
Speech Analytics
Use voice transcription and sentiment analysis to predict positive, negative or neutral interaction outcomes in real time.
Web Hooks
Send customer data to your 3rd party application on completion of an interaction.